Case Study: Branch reduces WISMO inquiries and streamlines returns with LateShipment.com

How Branch drove post-purchase delight and reduced WISMO enquiries by 37%

Branch Furniture, a seller of ergonomic office furniture, faced challenges with complex multi-shipment orders that generated a high volume of WISMO inquiries. They also struggled with a manual and inefficient returns process that increased operational costs. To address these issues, they partnered with LateShipment.com for its Delivery Experience Management and Returns Experience Management platforms.

LateShipment.com provided a unified branded tracking portal and automated shipping notifications to keep customers informed, which dramatically reduced WISMO inquiries. For returns, they implemented automated workflows and a customized portal for generating labels. These solutions led to a 37% reduction in WISMO inquiries and significantly cut down returns processing time, saving the company hours of support labor each week.

Branch

Keisha Bartrem

Director | Customer Success