How Courir reduced WISMO tickets by 10% Â
with a proactive and personalised delivery experience
Challenge & Solution
The challenge
23% of support tickets are related to a lack of delivery visibility, impacting both support team productivity and customer satisfaction.
Fragmented and time-consuming management of carrier claims across multiple tools.
The solution
Regaining control of the post-purchase experience with proactive notifications, a personalised tracking page, and centralised carrier claims management.
WISMO ("Where Is My Order") tickets reduced by 10 points in one year (from 23% to 13%), and a 50% decrease in time spent managing carrier claims.
Shipup impact
WISMO (Where Is My Order) tickets in 1 year
visits to the tracking page
time spent on carrier claims
The challenge: Maintaining customer engagement after purchase
Courir, the iconic sneaker brand, is leading an ambitious omnichannel strategy across Europe, combining e-commerce and its network of physical stores — all driven by one goal: delivering a seamless, consistent, and premium customer experience at every step of the journey.
However, several key challenges stood in the way:
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- Loss of control over post-purchase communication: carrier emails diluted Courir’s brand identity and tone of voice. Customers received generic messages, disconnected from the brand’s urban and fashion-forward DNA.
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- High volume of WISMO (“Where Is My Order?”) tickets: these represented more than 23% of all support tickets, directly impacting both productivity and customer satisfaction.
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- Fragmented and reactive view of carrier performance: data was scattered across systems, lacked neutrality, and offered no alerts in case of incidents.
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- No structured way to collect delivery feedback: the brand had little insight into customer satisfaction with the delivery experience, resulting in negative reviews and missed opportunities for improvement.
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- Complex, time-consuming carrier claims process: claims were handled in multiple carrier portals, with no unified view or analytics.
For a brand whose customers are young, connected, and eager to receive their sneakers fast, the challenge was clear: take back control of the post-purchase journey and turn it into a true engagement driver — not a source of frustration.
“With Shipup, the customer experience from order to delivery is smooth and consistent. We’ve regained our brand DNA, even in our carrier notifications.”
The solution: Â Taking control of the post-purchase experience with centralised claims, proactive emails and customer feedback.
Thanks to proactive notifications, customers are automatically informed in case of delivery issues — for example, when a parcel is delayed or a pickup point changes.
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This anticipatory communication prevents WISMO (Where Is My Order?) tickets and enhances overall satisfaction.
‍Post-delivery surveys complement the system by automatically collecting customer feedback upon delivery, allowing Courir to continuously improve the post-purchase experience and reduce the number of negative comments related to delivery.
Courir also transformed its carrier claims management by centralizing all cases in a single tool, 90% pre-filled with relevant data.
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The result: time spent on carrier claims was cut in half and support team productivity significantly boosted.
Meanwhile, the personalized tracking page, fully aligned with the brand’s visual identity, has become a genuine marketing and loyalty driver throughout the post-purchase journey.
And with neutral, centralised carrier data, Courir now benefits from a reliable logistics dashboard to monitor carrier performance, improve delivery accuracy, and strengthen contract negotiations.
Now, Courir successfully combines efficiency, responsiveness, and customer closeness, delivering a seamless experience from order to delivery.
“Our agents now use only Shipup to handle all carrier claims. It’s a real gain in time and productivity — one single tool to manage everything.”
How other teams use Shipup
Founded in 1980, Courir initially offered running shoes. Since the 2000s, the brand has shifted and repositioned itself to become an essential leader in "fashion" sneakers. Thanks to its Parisian cultural roots, Courir selects the latest inspirations from the capital to ensure everyone stays on top of the latest trends.
