How PacknWood
automated 70% of their
customer support using
order status notifications

0
%
increase in post-purchase customer engagement
$
0
recovered through refunds

About PacknWood

Packnwood is the American and British brand of the family-owned French company First Pack, which has been a leading manufacturer of innovative food service products for over 35 years.

They have an international supply network stretching through Asia, Africa, Europe and North America from midtown Manhattan.

Company Specifics

Shipping Volume

8000 packages/month

Industry

Food packaging

Key Challenges

  • High number of WISMO (Where Is My Order) support inquiries
  • High customer frustration when orders face delivery issues
  • Customers unclear about the item details of their order
  • High rate of package delays on FedEx (19%) and UPS (8%)
  • Refunds owed by shipping carriers going unclaimed
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We have never run into a hindrance or had a complaint from our order management team, in terms of order tracking since we started using LateShipment.com. LateShipment.com has helped us automate shipping refunds and the post-purchase phase through and through.
Yadira Chuchuca | Snr. Graphic Designer & Digital Marketing, PacknWood

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We have never run into a hindrance or had a complaint from our order management team, in terms of order tracking since we started using LateShipment.com. LateShipment.com has helped us automate shipping refunds and the post-purchase phase through and through.
Yadira Chuchuca | Snr. Graphic Designer & Digital Marketing, PacknWood

How did the LateShipment.com suite of products fix these problems?

Increased Customer Engagement with Branded Tracking Page
PacknWood uses LateShipment.com’s branded tracking page to display shipping information including estimated delivery date, carrier, and service type. The order tracking page not just helps end customers track their order on a whim, but also redirects traffic to their website back, increasing engagement touchpoints.
Automated Shipping Updates through Klaviyo
Packnwood added three delivery status notifications and two delivery exception notifications to their order delivery lifecycle – Shipped, In Transit, Out for Delivery and Shipment Delivered,  In-transit with delays & Failed deliveries. Along with these updates, PacknWood also added cross and upselling campaigns to their Klaviyo email notifications, increasing repeat purchases.
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Reduced up to 70% of Where Is My Order
(WISMO) inquiries

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A 38% increase in post purchase customer engagement

Avg open rate 65%
Avg click-through rate 7.5%

Proactive Customer Support on Gorgias
PacknWood uses Gorgias as their customer support tool. With LateShipment.com’s capability to proactively alert support agents for critical delivery issues and provide contextual order tracking information; they could elevate their customer satisfaction score.
Shipment Monitoring & Cost Optimization
LateShipment.com has tracked an overall shipment volume of 100,000 shipments, including sales channels and external marketplaces such as amazon.
By using LateShipment.com, PacknWood has observed average delay rates and late delivery count on two of the major carriers used by them. Here are the observations:
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Had an Avg. Delay Rate of 8%

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Had an Avg. Delay Rate of 18%

Overall Late Delivery Count 12,438
Overall Late Delivery 12.41%

With the help of LateShipment.com’s Parcel Audit and Shipping Refunds Solution they were able to recover a total of $1243/- through refunds, and a potential of $26,203/- through refunds for late deliveries in the last three months.
LateShipment.com’s Parcel Audit and Shipping Refunds also gave them better visibility and transparency with what going on under the hood of shipping operations

Key Results

  • Support team is proactive and can resolve post-purchase issues faster
  • Improvement in post-purchase customer engagement by 31.3%
  • Significant reduction in WISMO (where is my order tickets); Approximately saving 124 customer support hours
  • Better visibility and transparency with what’s going on under the hood of shipping operations, $1243 recovered through refunds

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