How Vroomly Pro reduced customer support tickets by 40% in 1 month
with automatic delivery notifications and an optimized support team
Challenge & Solution
The challenge
Offer a premium post-purchase experience and consistent with the Withings ecosystem.
Strengthen customer relationships from the first order and relieve the support teams.
The solution
Show ultra-accurate delivery times directly on the product sheets with Smart Delivery Estimate.
Replace standard carrier emails with personalized emails with Shipup email delivery notifications.
The impact of Shipup
-40%
of support tickets after 1 month of use
+15%
on-time deliveries
70%
opening rate for delivery notifications
“We saw a 40% reduction in support tickets in just one month, allowing our support team to focus on other critical tasks.”
The challenge: Ensure total transparency in post-purchase communication and optimize multi-carrier monitoring.
Mechanics rely on fast, next-day deliveries to minimize vehicle downtime. Without clear updates, Vroomly Pro customers were unable to anticipate delays, leading to customer stress and an overload on the support team.
Additionally, Vroomly did not have detailed metrics to track delivery efficiency. Decisions were based on general customer complaints rather than granular data, making it difficult to identify recurring problems and optimize operations.
Finally, Vroomly customers had no visibility into the status of their returns, leading to frustrations, repeated support requests, and uncertainty about refunds.
The solution: Complete order visibility and proactive return communication
Vroomly is now in a position to offer a transparent and reassuring delivery experience thanks to real-time incident notifications sent automatically when problems occur, with personalized messages adapted to each type of incident (late delivery, order without a tracker...).
A month after using Shipup, they saw a 40% reduction in support tickets thanks to these engaging delivery updates.The garage management software is now in a position to refine its delivery commitments through detailed carrier performance measurements, including delivery times, causes of delay, and breakdowns by carrier and country.
With this detailed information, Vroomly recorded a 15% increase in on-time deliveries, going from 80% to 95%.
Finally, Vroomly has set up a complete return tracking, allowing garages to clearly see if their return has been picked up, is in transit, or has been processed, so they can anticipate their refund with confidence. This improvement responds to strong demand from the field, especially as return volumes continue to increase.
They now receive real-time notifications at key stages, including: when the Package is returned, but also more granular notifications: when thePick-up time limit at the drop off point has passed, and when the package has been delivered to the sender.By sending to customers notifications complete and fully personalized on the feedback of their customers, they were able to reduce the number of support tickets and increase customer trust.
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Vroomly Pro is a digital platform dedicated to car workshops that allows them to gain visibility, attract new customers and retain their existing customers. Thanks to its tools, repairers can easily manage their online appointments, optimize their schedule and improve their customer relationship.
