Case Study: Jomashop Saves $600K in Shipping Fulfillment with Extend Shipping Protection

Jomashop Adds Extend Shipping Protection to Open New Markets and Enhance Customer Satisfaction

Jomashop, a widely recognized online retailer of luxury goods, sought to enhance its customer experience and build buying confidence as it expanded into new product categories like fragrances and sunglasses. The challenge was to protect customers against delivery issues like loss, damage, and theft while also alleviating the operational burdens associated with shipping-related customer service problems for its team.

By implementing Extend Shipping Protection, Jomashop added a crucial layer of security for its customers. The solution from Extend featured a technology-first approach to handling claims, with most processed automatically in 90 seconds or less. This resulted in an impressive 36% attach rate for the protection plan, saved $600,000 in fulfillment costs, significantly reduced customer service interactions, and helped the retailer successfully attract a younger demographic. The implementation by Extend paid off in both reduced operational costs and increased customer trust and loyalty.

Jomashop

Osher Karnowsky

General Manager