Case Study: Crystal Classics cuts WISMO and WISMR call volume by 50% with Narvar

Cutting WISMO + WISMR by 50% in 3 Weeks

Crystal Classics, an authorized retailer of luxury crystal brands like Waterford and Baccarat, was struggling with high volumes of customer calls about order and return status. Customers received unbranded tracking emails they had to manually check on carrier sites, and returns were costly and cumbersome—creating a poor fit with the company’s white‑glove positioning and driving operational expense and customer frustration.

By adopting Narvar’s post‑purchase platform (Track, Notify, Return, Shield), Crystal Classics added branded SMS order notifications and an end‑to‑end returns solution that eliminated manual tracking and simplified returns. The result: WISMR call volume fell 50%, WISMO dropped 60%, and click‑through rates rose 78%, while the retailer cut support costs and delivered a smoother, more premium customer experience.

Crystal Classics

Natashia Head

Voice of the Customer