卓越交付：领先品牌如何在交付管理中获胜

Winning in Delivery Management Delivery management isn’t just about getting a package from point A to point B—it’s about creating an experience that earns customer trust and fuels business growth. This ebook is a celebration of what’s possible when delivery managementbecomes a strategic advantage. It showcases the journeys of businesses that haveturned delivery, tracking, and returns into powerful tools for achieving their goals. We thank our featured brands for their partnership and transparency.Their stories show that every touchpoint in delivery is an opportunity to build confidence, loyalty, and success. Chapter 1 Flexibility Sells:The CheckoutAdvantage Cart abandonment is the silent killer of e-commerce growth. According toresearch by Baymard Institute,70% ofonline shopping carts are abandoned, with over half of customers citing delivery concerns like limited options,unclear timelines, or excessive costs. The Opportunity The Solution These companies implementednShift Checkoutto introduce multiple delivery options, such as: For businesses likeScandinavian Luxury Group,Topformula,RevolutionRaceandStadium, deliveryflexibility at checkout isn’t a bonus—it’s essential. •Home delivery for convenience•Click & collect for speed•Eco-friendly shipping to cater tosustainabilIty-conscious shoppers Scandinavian Luxury Groupwanted to improvetheir checkout process and offer more deliverychoices to better meet customer expectations forflexibility and convenience.Topformulasoughta cost-effective way to enhance the shoppingexperience by giving customers more choicesat checkout. Other brands likeRevolutionRaceandStadiumalso benefited from the ability to providepersonalized delivery options, improvingcustomer satisfaction and increasing sales. For Stadium, it is important to always follow the customer’s wishes. It is important for ourcustomers to be able to choose where and when their package is shipped in an easy manner.STADIUM“ The Impact Improvedretention,supportingtheir growthstrategy ofentering 2 to 4new marketsper year. 28% increase in order value.4% boost in conversion rate. 25% more itemsadded to carts.20% fewer cartabandonments.28% increase inorder value. Implemented flexibledelivery across all marketswithin 3 months. We’re also seeing effects in the form of customers contacting us and thanking us for the opportunityto choose what best suits them.Topformula“ Key Takeaway A frictionless checkout is the foundationof e-commerce success.When customers feel in control atcheckout, they’re far morelikely to hit “buy now.” What Happens After‘Buy Now’? The stakes for post-purchase transparency are high. PwC research shows that 54% of consumers consider package tracking as one of the most attractive servicesif offered at no extra cost. Providing clear and timely tracking updates builds confidence and reduces uncertainty in the post-purchase experience. The Opportunity The Solution For brands likeICANIWILLandQUIZ, the post-purchaseexperience is as critical as checkout. ICIWandQUIZturned tonShift Trackto providebranded tracking pages and notifications. Lacking a unified tracking solution,ICANIWILL (ICIW)wanted a way to ensure consistent, branded deliveryupdates while reducing customer inquiries. These enhancements enabled customers to stayinformed every step of the way. Meanwhile,QUIZtook ownership of the post-purchaseexperience, ensuring customers stayed informed insteadof relying solely on parcel carriers. We wanted to make it as easy as possible for customers to find out the status of their ordersand do so in a way that looked and felt like ICIW.“ The Impact 50% reductionin order-relatedcustomerinquiries. Reduced service calls.Increased repeatpurchases.Improvedbrand perception. Being able to communicate directly to customers has been a game-changer in terms of handling enquiriesrelating to orders and getting visibility of the data so that we can continually improve the service we offer.ICANIWLL“ Key Takeaway Proactive tracking isn’t just a feature;it’s a confidence-building tool. Chapter 3 Turning ReturnsInto Opportunities A customer is browsing your website, excited to trysomething new. They add a few items to their cartbut hesitate before checking out.“What if it doesn’t fit? What if it’s hard to return?” 92% of customers 67% of consumers say a negative return experience woulddiscourage them from returning.However, only 40% of retailers believeimproving returns will lead to increasedspending, as reported by NRF. say a smooth return process influenceswhether they shop with a retailer again,according to IMRG. Returns are not always seen as a cost center: for many brands, they arebecoming instrumental to the customer experience strategy. Hunkemöller needed a digitalprocess to managereturn volumesand offer abetter customerexperience. QUIZwanted to add visibility andconvenience to their returns process, whileFriluftsmagasinetsought to optimize returnlogistics, improving eff