Case Study: Department Store Giant achieves reduced tracking-related calls and higher post-purchase conversion with Narvar

Department Store Giant - Customer Case Study

Department Store Giant, one of the oldest U.S. retailers, wanted to improve its post-purchase experience because its existing order tracking was not intuitive and customers were still calling frequently to ask where their packages were. The company evaluated options, including an in-house build, before considering Narvar’s tracking solution and branded post-purchase experience.

Narvar implemented a branded tracking page and post-purchase platform that reduced the retailer’s development burden while improving the customer journey. The results were strong: tracking-related calls dropped 30% in the first two months, the branded tracking page drove a 9% click-through rate back to the website, and 2–3% of those click-throughs converted to additional purchases with similar average order value to other site traffic.