LateShipment.com simplifies multi-carrier management for PacknWood

0
%

reduction in WISMO inquiries

$
0

recovered through refunds

About PacknWood

Packnwood is an American and British company specializing in eco-friendly disposable tableware and food packaging products for over 35 years. They have an international supply network stretching through Asia, Africa, Europe and North America from midtown Manhattan.

PacknWood emphasizes their commitment to innovation and sustainability. They continue to introduce new, trend-setting products such as sugar cane cocktail plates and bamboo pick holders, which have been well-received in the market​.

Company Specifics

Shipping Volume

8000 shipments per month

Industry

Food Packaging

Shipping Carriers

Integrations

Challenge 1: Tracking visibility and customer frustration

PackNWood faced significant challenges with tracking visibility due to its use of multiple carriers for shipping. Initial shipments were handled by one carrier while another carrier managed last-mile delivery. This multi-carrier approach, coupled with a communication gap after order placement, created a frustrating customer experience. Customers were left uninformed about the status of their packages and often unclear about the specific items being shipped, leading to a high number of WISMO inquiries and increased frustration.

Since integrating LateShipment.com, we’ve significantly reduced the number of tracking and order status inquiries. Customers now receive detailed, step-by-step updates automatically, eliminating the need for them to contact us for order statuses. This seamless communication has improved efficiency and enhanced customer satisfaction.
– Rossy Moya | Customer service and operations manager

The Solution

  • Real-time sync of order data through BigCommerce: By connecting BigCommerce as an order data source, LateShipment.com enabled PacknWood to effectively manage multicarrier shipment tracking and delivery communications. This ensured their customers were kept informed throughout the entire order journey, eliminating confusion and frustration.
  • Automated shipping updates: Proactive shipment updates through email notifications kept customers in the loop, significantly reducing WISMO inquiries. These notifications included detailed information about the items being shipped, providing customers with a seamless and informative delivery experience.
  • Branded tracking portal: Boosted customer engagement by showcasing detailed shipping information to customers with an estimated delivery date, shipment details and product recommendations redirected users back to the website.
  • Proactive post-purchase customer Support on Gorgias: Provided support agents with real-time updates and alerts inside Gorgias, enhancing customer satisfaction by reducing response time and improving support quality.

The Impact

With LateShipment.com’s Delivery Experience Management platform, PacknWood achieved:

0
%

Reduction in WISMO enquiries

0
%

Increase in post-purchase customer engagement

0
hours

of support time saved by automating notifications

Challenge 2: Unclaimed refunds for Shipping delays

PackNWood’s shipping carrier performance analysis by LateShipment.com, revealed that FedEx had an 18% delay rate and UPS had a 9% delay rate. Despite these delays, PackNWood was losing money by not filing claims for compensation. Additionally, there were limitations with time and manpower to manage carrier invoice audits, file billing disputes, and claims on lost, damaged, and late shipments.

LateShipment.com has helped us automate shipping refunds for service failures by UPS through and through. There is also better visibility and transparency with what’s happening in our shipping operations.
– Yadira Chuchuca | Snr. Digital Marketing

The Solution

  • Automated invoice audit: Scanned shipping invoices end-to-end, catching every eligible service failure instantly. 
  • Automated refund recovery: Submitted refunds claims using intelligent automations. This streamlined process eliminated the need for manual claim submissions, saving PacknWood valuable time and resources.
  • Automated claims documentation: Enabled easy claim redressal through a few simple steps with the help of automation, making the process seamless and hassle-free.
  • Multi-Carrier performance analysis: Provided a comparative analysis of delays and other inefficiencies across all carriers used by PacknWood. This data-driven insight helped PacknWood make better choices regarding carrier selection, optimizing their shipping strategy and improving overall performance.

The Impact

PackNwood deployed LateShipment.com’s Parcel Audit and Shipping Refunds platform to automate shipping invoice audits and claims:

0
hrs saved

filing claims each week by automating parcel audits and shipping refunds 

$
0

recovered through refunds for late deliveries

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