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How Curiada streamlined fulfillment operations with shipment visibility

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%

reduction in new customer support tickets

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visibility into all shipping operations

About Curiada

Curiada is an online spirits marketplace, curating collections of the world’s most distinctive spirits. Through a network of entrepreneurial distillers, distributors, and retailers, they make these spirits available for everyone to explore and enjoy.

They operate primarily in the US, With a focus on quality and discovery, Curiada provides detailed product information, tasting notes, and expert recommendations to enhance the overall consumer experience.

Company Specifics

Industry

Beverage industry

Fulfillment partners

Multiple liquor retailers across the states

Integrations




Product in Use

Delivery Experience Management

Challenge 1: Misinformation about order delivery status

Curiada, operating in the liquor retail industry, faced significant challenges due to fragmented and inconsistent fulfillment operations. The complexity arose from working with multiple retail partners, each using different carriers, processes, and technologies, which led to inaccuracy in the order status notifications communicated to customers. This resulted in post-purchase confusion and frustration, significantly impacting customer satisfaction.

Once the package left the retailer, we were totally blind to its status. Now with LateShipment.com, we have all the data we need, from the moment the carrier picks up the package to in-transit updates, shipping exceptions, delays, and final delivery. This comprehensive visibility into shipment issues has transformed our approach.
– Adam Caplan | CEO and Founder LinkedIn Image World Icon

The Solution

  • Proactive shipping notifications: Automated email notifications that kept customers informed about real-time order status updates.
  • Branded tracking page: A dedicated on-brand tracking page provides customers with a user-friendly experience to view shipment details and status in one place.
  • Gorgias helpdesk widget: Enabled customer support agents to access all relevant order information directly within their workspace. This feature helps expedite responses to customer inquiries, especially concerning problem orders, delays, or issues, allowing for more efficient and accurate support.

The Impact

By implementing LateShipment.com, Curiada achieved significant improvements:

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Reduction in new customer support tickets

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Proactive resolution of post-purchase issues

Challenge 2: Inconsistent shipping timelines and Limited fulfillment visibility

Curiada faced challenges with some retailers not shipping products on time, which led to increased fulfillment times and delays in delivering products to customers. This inconsistency negatively impacted reliability. Compounding this issue was the limited visibility into critical fulfillment data due to siloed order management systems used by Curiada and its retail partners. The lack of cohesive shipment data and integrations made it difficult for Curiada to track essential details, optimize their fulfillment network, and manage customer expectations effectively.

The Solution

Curiada implemented LateShipment.com’s Delivery Experience Management platform, to address these issues. Here’s how LateShipment.com enabled Curiada:

  • Monitoring of unused shipping labels: Provided Curiada with information about unused shipping labels that were not acted upon within a specified time frame. This insight helped Curiada gain visibility into potential fulfillment delays, allowing them to proactively contact the retailer or arrange for an alternative solution, ensuring timely order processing.
  • A first of its kind, an Airtable integration: Curiada gained fulfillment visibility across all its retailers on a unified single platform with Airtable and LateShipment.com. This includes tracking metrics such as time to fulfillment, delivery times, and carrier performance. Such data allowed Curiada to optimize their fulfillment network, reduce shipping costs, and minimize delays by identifying inefficiencies across its partner network.

The Impact

By implementing LateShipment.com, Curiada achieved:

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°

visibility into all
shipping operations

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Decrease in
fulfillment times

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