Case Study: Drugstore.com achieves $100K annual address-correction savings and improved on-time delivery with Experian Data Quality

Drugstore.com - Customer Case Study

Drugstore.com, a leading online retailer of health, beauty and pharmacy products with more than 9.5 million customers and over 5 million packages shipped annually, faced a growing problem of incorrect customer addresses that threatened on-time delivery and customer satisfaction. The company was paying more than $150,000 a year in address correction fees and expected costs to rise as volume grew, with mistakes often coming from customer-entered orders on its website.

To fix this, drugstore.com implemented Experian Data Quality’s QAS Pro and QAS Pro Web for real-time address validation on the website and in call centers, configured to be largely invisible to customers during checkout. The change cut address correction fees by $100,000 annually, improved on-time delivery rates and customer service, and still allows room for further savings while keeping the buying experience unobtrusive.

Drugstore.com

Ron Kelly

Vice President, Customer and Pharmacy Services