Case Study: Grove Collaborative improves NPS and cuts shipping exception costs with Convey

Grove Collaborative - Customer Case Study

Grove Collaborative, a consumer packaged goods company focused on natural home products, faced a significant challenge with shipping exceptions as their business grew. Their Customer Happiness Team was inundated with inconsistent alerts from various carriers, which created internal workflow inefficiencies and slow response times. They needed a way to proactively manage these issues to protect their customer experience and avoid the high costs associated with resolving problems after a customer complained.

By implementing the Convey Engage solution from vendor Convey, the team gained a real-time, uniform view of shipping issues across all carriers. This allowed them to proactively resolve problems, which led to a 9.4% increase in NPS and a 50% increase in average order value. Convey also delivered substantial operational savings, including $65 saved per damage claim and $23 saved per delivery failure, while freeing up the team to launch new customer education initiatives.

Grove Collaborative

John DeVierno

Head of Community Happiness