Case Study: THE ICONIC improves post-purchase transparency and delivery experience with AfterShip

THE ICONIC improves post-purchase visibility with AfterShip for 500,000+ monthly shipments

THE ICONIC, a major Australian and New Zealand online fashion retailer, faced challenges in managing its post-purchase experience as its business grew. They struggled with consolidating shipment tracking data across multiple carriers and had a poorly timed customer feedback system, which led to low survey response rates. To address these issues and ensure a seamless customer experience, THE ICONIC partnered with AfterShip and implemented its Tracking product.

AfterShip provided a centralized hub for real-time delivery data and carrier performance analysis. This solution gave THE ICONIC complete visibility into its delivery process and enabled the automation of its Net Promoter Score surveys, triggering them immediately upon delivery. For its new Marketplace with third-party sellers, AfterShip integrated with partner carriers to provide crucial delivery visibility and data, allowing THE ICONIC to introduce service level agreements. As a result, THE ICONIC improved its customer feedback loop, gained control over last-mile deliveries, and strengthened partner relationships, handling over 500,000 monthly shipments through the platform.

THE ICONIC