How a High-End Retailer Protected Brand Loyalty Through Delivery Visibility
A high-end Fortune 100 retailer faced major delivery delays during the peak holiday season due to third-party parcel carrier bottlenecks. To protect the customer experience and improve service, they partnered with Trax to gain early visibility into shipping performance and address issues swiftly.
THE CHALLENGE
Delivery Bottlenecks and Customer Dissatisfaction During Peak Season
During the holiday rush, overwhelming order volumes strained the capacity of third-party parcel carriers, causing significant shipping delays.. These disruptions impacted the customer experience at the most crucial time of the year, leading to:
Delayed shipments that frustrated customers and damaged brand reputation
Lack of visibility into carrier performance, making it difficult to identify and address issues quickly
Inefficient exception management that resulted in lost opportunities to resolve problems before customers were affected
Inconsistent tracking data across carriers, complicating the retailer’s ability to manage fulfillment
THE TRAX SOLUTION
Real-Time Visibility and Exception Management Across All Carriers
Trax combined deep sourcing expertise with powerful analytics to deliver an end-to-end optimization strategy that balanced local needs with enterprise priorities. The solution included:
Real-Time Shipment Visibility
A timely, unified view of shipping activity across all carriers and locations within 24 hours of pickup.
Proactive Exception Management
Enabled package exception visibility within 24 hours of pickup, allowing for quick issue resolution.
Enhanced USPS Tracking
Generated an invoice-like structure for USPS shipments, similar to UPS and FedEx, for improved tracking and visibility.
THE RESULTS
Control and Clarity to Enhance Delivery Performance
With Trax’s solution in place, the retailer was able to:
Gain full USPS spend visibility across primary and secondary parcel carriers, with clear KPIs to compare performance and costs
Track shipments within 24 hours through nightly data updates, allowing quick identification of issues and potential delays
Manage package exceptions by highlighting delayed or lost packages, enabling immediate action and better carrier collaboration
Improve overall carrier collaboration and service quality during the most demanding season
Ready to Improve Your Customer Experience?
Download the full case study to see how Trax helped this Fortune 100 retailer take control of their delivery process and protect their brand reputation during peak seasons.
Learn how Trax can help you do the same.
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