How La Bécanerie achieved a delivery NPS 25% higher than the e-commerce average

thanks to a smooth and personalised delivery experience

Feedback from:

Victor Bergeaud

CRM Project Manager
@La Bécanerie

Challenge & Solution

The challenge

Passionate and demanding customers, expect a flawless delivery experience.

The multiplication of notifications (brand + carriers) created confusion and anxiety, threatening loyalty.

The solution

Notifications creating a unified and personalised delivery experience, with a high engagement rate and marketing impact.

Proactive alerts and automatic post-delivery questionnaires that have reduced support tickets and improved NPS.

The impact of Shipup

66

NPS

+15 points

higher than NPS e-commerce average

+1000

visits to the newsletter subscription page from delivery notifications

The challenge: Reassure demanding and passionate customers

At La Bécanerie, customers are not simple buyers: they are loyal and passionate motorbike fans that are highly invested in their passion. They often order premium products, such as helmets or technical parts, and expect a premium experience to match. Delivery is therefore a critical and often anxiety-provoking step.

Before Shipup, the mismatching of notifications (brand, carriers) muddled the message and undermined trust.

It was essential for the online retailer to offer unified, clear and reassuring communication throughout delivery and beyond to maintain the loyalty of this demanding community and fully embody the spirit of service of La Bécanerie.

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“Our customers are demanding, loyal motorcycle enthusiasts. Thanks to Shipup, we offer them a delivery experience that lives up to their high expectations: clear, reassuring, and above all proactive, even in the event of unexpected incidents .”

Victor Bergeaud

CRM Project Manager @La Bécanerie

The solution: Streamline the delivery experience to maximise customer satisfaction

Thanks to Shipup, La Bécanerie sends unified and personalised delivery notifications, living up to the brand image its been building since 1986.

With a 2X higher engagement than traditional emails, these delivery notifications become a marketing lever:
- 1,000 visits to the newsletter subscription page in 1 year, via the “package being delivered”, “package delivered” and “parcel collection point” notifictions.
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- Shipup's notifications also relieve customer support thanks to the dispatch automatic alerts (Smart States) in the event of an incident (late package, at the pick-up point), which allows you to:
- Reduce the volume of support tickets and WISMO (Where Is My Order?).
- Gain happier customers who don't need to contact support

A questionnaire sent automatically upon delivery:
- Prevents negative reviews related to delivery on platforms like Trustpilot
- Improves the customer experience by identifying friction points
- Redirects straight to La Bécanerie's website to encourage repurchase.

Finally, on the logistical side, Shipup provides neutral carrier data, empowering La Bécanerie to improve on-time deliveries and negotiate contracts with carriers.