Company background
Founded in 2016 and based in Lille, Sencrop is an innovative company specializing in the sale of connected weather stations for farmers. Thanks to their sophisticated sensors measuring, among other things, rain, humidity, and irradiation, farmers can monitor local weather conditions in real time and receive alert notifications via an app. With 90 employees and sales of 7 to 8 million euros, Sencrop distributes its products throughout Europe, mainly in France, the UK and Germany. The company handles 10,000 orders a year and 4,000 parcels.
Issues
Order management and post-purchase communication had become a major challenge for Sencrop. Farmers, located in rural areas, were facing delivery problems, including packages lost or not delivered to their homes. Carriers’ communication lacked precision, leading to confusion for customers, who didn’t always know that parcels came from Sencrop or when they would receive them. In addition, the lack of reliable information on relay points made it difficult to retrieve parcels.
For the past two years, Sencrop has been working with WelcomeTrack to optimize its post-purchase communication and improve customer satisfaction. WelcomeTrack enables Sencrop to provide its customers with more accurate and relevant information via SMS, a channel favored by farmers who potentially use email less due to the lack of a reliable internet connection on their farms.
What concrete actions will relieve your customer service while increasing customer satisfaction?
Here’s what Sencrop has done with WelcomeTrack:
1 – Controlled communication
One of the recurring problems encountered by Sencrop was the management of lost or unrecovered parcels, particularly when delivered to relay points. Carriers did not always send the necessary information to inform farmers of the exact location of their parcel. This led to involuntary returns, resulting in delays and additional costs for Sencrop.
Thanks to WelcomeTrack, Sencrop has been able to establish direct, tailor-made communication with its farmer customers. Notifications of delivery status are now sent in real time by email and SMS, clearly indicating the name of the sender, Sencrop, which avoids confusion when the recipient is waiting for several parcels from different brands. This personalized communication also enables farmers to be informed very quickly in the event of delivery to a relay point, reducing the risk of packages not being collected.
“We decide what we communicate to our customers,” explains Camille Dechristé, Supply Chain and Logistics Manager at Sencrop.
This enables the company to add this information to the e-mail, in addition to that on the packaging and marketing materials, while redirecting customers to the FAQ to simplify weather station installation.
2 – Proactive returns management
When a weather station proves faulty on receipt, or more often, after a certain period of use, Sencrop sends a replacement station before the farmer returns the faulty station.
WelcomeTrack automatically generates return slips, simplifying the process for both the farmer and Sencrop. What’s more, the platform offers complete visibility over returns, enabling us to track which customers have returned their equipment, and to follow up with them if necessary.
“It’s super convenient because all the customer and tracking information is made available on the platform. Before, we had to track returns one by one, or we didn’t do it at all. Now, thanks to WelcomeTrack, we know exactly who has returned their station and who hasn’t.”.
3 – Improving customer service
The WelcomeTrack solution integrates with Sencrop’s management tools, enabling better coordination between teams and faster response to customer needs. As a result, farmers benefit from high-quality customer service, essential to their business.
WelcomeTrack results
The implementation of WelcomeTrack has enabled Sencrop to significantly reduce delivery-related problems (WISMO) and and improve customer satisfaction. Clearer, more precise communication has minimized confusion, providing a better post-purchase experience. At the same time, proactive returns management ensured continuity of weather readings, crucial for farmers.
The integration of WelcomeTrack has enabled Sencrop to overcome the challenges of post-purchase management, boosting the confidence and satisfaction of their farmer customers.
Sencrop’s future projects with WelcomeTrack
- UK expansion: Sencrop is considering connecting its UK carriers to WelcomeTrack. However, this depends on the compatibility of the software used in their warehouses.
- Integration with Hubs: Sencrop would like to integrate WelcomeTrack with Hubs to centralize all delivery statuses and synchronize them with their internal system.