Case Study: Northwood Candle Company reduces order change support time with Cleverific Customer Portal

Northwood Candle Co.'s Shift to Self-Serve Customer Care

Northwood Candle Company, a growing retailer of candles and craft supplies, was overwhelmed by high-volume customer requests to edit orders, a process that took nearly 40 minutes per request. This challenge threatened to force the business to hire additional staff. To solve this, they turned to the vendor Cleverific and implemented its Customer Portal product.

By using Cleverific's self-serve portal, customers could independently make changes to their orders within a 24-hour window. This solution provided a 100% reduction in order change tickets, slashing the associated customer service time from 40 minutes to nearly zero. Cleverific's tool freed up staff to focus on other tasks, prevented the need for a new hire, and significantly improved customer satisfaction.

Northwood Candle Company

Brian Bahr

Founder