Case Study: House of Fraser achieves reduced operational costs and improved click & collect and delivery recovery with dotdigital SMS

House of Fraser - Customer Case Study

House of Fraser, the UK premium department store group with 60 locations and a growing ecommerce channel, needed a fast, universal way to improve post‑sale communication for click & collect and home delivery. The retailer aimed to reduce operational costs and missed collections/returns, raise customer service levels, and provide a clear, mobile-first journey that also supported targeted marketing to cardholders.

House of Fraser implemented the Comapi SMS platform—integrating real‑time HTTPS API calls and scheduled FTP feeds to trigger transactional messages, short‑code inbound replies (e.g., KEEP, RESEND), and managed bulk campaigns. Outcomes included response rates over 40% for collection‑extension prompts, 78% of previously uncollected click & collect parcels subsequently picked up (22% returned), 42% of failed deliveries rebooked for redelivery, and a notable reduction in staffing effort alongside improved customer satisfaction.

House of Fraser