Case Study: Family Leisure improves customer experience and cuts costs with Convey Engage

Family Leisure - Customer Case Study

Family Leisure, a Cincinnati-based retailer of swimming pools, pool tables, trampolines, patio furniture, and other home leisure products, needed a better way to handle a surge in “where’s my order?” calls during peak patio season. The company wanted to improve shipment visibility for customers, reduce inbound call volume, and help its small team spend less time reacting to delivery issues. Convey was the vendor, and the product used was Convey Engage.

Convey launched a branded tracking page and later the full Convey Engage platform for Family Leisure, combining carrier integrations, customer communications, voice-of-the-customer feedback, and exception analytics to proactively resolve delivery issues. The results included a 75% reduction in “where’s my order?” calls, a 22% reduction in delivery time for large items, 240%+ ROI, a 1 FTE staff reduction, and higher customer engagement, with 23% of shoppers subscribing to shipment notifications.

Family Leisure

Noah Williams

Vice President