Case Study: Overstock achieves nearly $1,000,000 in logistics and customer-care savings with Experian Data Quality's QAS Pro Web

Overstock.com reduced its logistical and customer care costs by close to $1,000,000

Overstock, the Salt Lake City–based online retailer with about $760M in sales and more than 5 million shipments a year, was losing time and money to inaccurate customer addresses entered during checkout. Those errors drove nearly $200K a year in address corrections, delayed orders, increased customer care effort, and harmed satisfaction.

By integrating Experian Data Quality’s QAS Pro Web into checkout to validate and auto-correct addresses (80% fixed behind the scenes) and prompt for missing details, Overstock cut undeliverable orders by over 40%, lowered logistics and care costs by nearly $1,000,000 in the first year, reduced costly support calls, and rose from #4 to #2 in the National Retail Federation’s customer service rankings.

Overstock

Steve Tryon

Senior Vice President of Logistics