Case Study: LA Police Gear saves $200K in support costs with LateShipment.com

How LA Police Gear Saved $200K In Support Costs By Optimising Post-Purchase Engagement

LA Police Gear, a tactical gear and apparel retailer, faced significant challenges with post-purchase engagement. Their customers were left without shipment visibility, leading to a high volume of "Where is my order?" (WISMO) support tickets. This overloaded their customer service team, hurt customer satisfaction, and incurred substantial costs. The company partnered with the vendor LateShipment.com to address these issues.

LateShipment.com implemented a solution that integrated with LA Police Gear's BigCommerce store to automate real-time shipping updates via email and SMS. This provided proactive notifications for deliveries and any exceptions, keeping customers informed. The solution also included branded tracking pages with personalized product recommendations. For LA Police Gear, this resulted in an estimated $200,000 in annual savings on support costs and a major reduction in WISMO inquiries.

LA Police Gear

Ryan Batenhorst

Operations Manager