How Vroomly Pro reduced customer support tickets by 40% in 1 month with a reassuring delivery experience

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Our Solution: Full order visibility and proactive returns communication

Vroomly is now able to offer a transparent, reassuring delivery experience with real-time incident notifications sent automatically when issues arise, with personalized messaging tailored to each incident type (late delivery, order without tracker...).

They saw a 40% fewer support tickets just one month after using Shipup thanks to these high-engagement delivery updates.

The garage management software is now able to refine its delivery commitments with detailed carrier performance metrics, including time to delivery, delay causes, and breakdowns by carrier and country. Thanks to these granular insights, Vroomly achieved a +15% increase in on-time deliveries, rising to 80% to 95%.

Last but not least, Vroomly implemente full return tracking, allowing garages to clearly see that their return has been picked up, is in transit, or has been processed, so they can confidently anticipate their refund. This improvement meets a strong demand from the field, especially as return volumes continue to grow.

They now receive real-time notifications at key milestones, including:

• when the parcel is returned,

But also more granular notifications:

• when the pickup deadline at the drop-off point is exceeded,
• and when the parcel has been delivered back to the sender.

By sending customers comprehensive, fully branded notifications about their customers’ returns, they were able to reduce support tickets and increase customer trust.

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