How PharmaPets took advantage of 2X greater engagement on post-purchase emails
to boost customer loyalty
Challenge & Solution
The challenge
Critical delivery for animals (meals, treatments) causing stress and loss of confidence in case of delay or lack of information, sometimes on recurring deliveries related to recurring orders.
Dispersed communication between carriers, lack of real-time visibility, and saturated responsive support.
The solution
Shipup integration with CDP and Gorgias for real-time monitoring and trendy and proactive notifications, including on recurring orders.
Ticket reduction thanks to automatic alerts and better visibility for carriers for informed logistics decisions.
The impact of Shipup
57%
post-purchase email opening rate, i.e. more than 2x more than traditional emails
Decrease in support tickets
, freeing up time for support to focus on value-added tasks
+56%
Open rate for email delivery notifications
The challenge: operational complexity that undermines customer trust
For PharmaPets customers, a delivery is not just a package: it is the next meal or treatment for their animal. A delay or lack of information not only causes an inconvenience, but generates real anxiety. So the post-purchase experience had become critical.
With a large number of customers signed up for their subscription service, punctuality and consistency of deliveries were essential. Inaccurate delay or follow-up disrupted routines and eroded trust.
But growth was creating friction:
- Inconsistent communication between dropshipping partners and carriers
- No real-time connection between shipping events and customer data in their Customer Data Platform (CDP)
- Lack of proactive support, with a flood of delivery-related tickets
PharmaPets needed a solution that could unify delivery updates, strengthen proactive support, and maintain customer trust at every stage.
The solution: real-time visibility and a branded delivery experience
With delivery emails with an open rate nearly twice the industry average (57% vs 31%), PharmaPets saw the opportunity to transform a functional moment into a powerful engagement channel.
PharmaPets chose Shipup to transform delivery into a reassuring and branded point of contact, by integrating it with Gorgias and their CDP. This allowed them to ensure real-time monitoring, proactive alerts, and consistent communications across all carriers.
.Concretely, this allowed them to:
- Send personalized and branded notifications every step of the way, with FAQs and support links.
- Proactively notify customers in case of delivery problems thanks to the link between shipping events and Gorgias, thus reducing incoming tickets and the pressure on support teams.
Get better visibility on the performance of carriers in order to make more informed logistical decisions.
Shipup did not only streamline operations: the solution allowed PharmaPets to offer peace of mind to its customers.
“With Shipup, delivery notifications have become more than logistics: they are moments of reassurance that keep our customers coming back.”
How other teams use Shipup
PharmaPets is an online retailer specializing in pet food and accessories. The company operates on a hybrid model of one-time purchases and recurring subscriptions, with approximately 30% of the turnover generated by subscriptions.
