Case Study: Overton’s achieves 29% lower delivery surcharges and faster call handling with Experian

Overton's - Customer Case Study

Overton’s, a $65 million leader in the water sports market with 70% of orders taken by phone and a centralized Ecometry customer database, was losing money and time to incorrectly addressed shipments. Manual entry errors and incomplete addresses were generating delivery correction surcharges (more than $26,000 per year) and slowing call-center handling as agents tried to read back and verify addresses.

Overton’s implemented QAS for Ecometry to validate and correct addresses at entry against USPS and national authority data, integrated into existing Ecometry interfaces and rolled out to 120 desktops in one week with minimal training. The change produced an almost immediate 29% drop in delivery surcharges, fewer lost or returned packages, about 20–28 seconds saved per call, and measurable cost savings across the organization.

Overton's

Tim Manns

Manager of Operations and Development