Case Study: Dooney & Bourke achieves stronger customer engagement with Narvar

Dooney & Bourke - Customer Case Study

Dooney & Bourke, the leather goods brand known for its bags and accessories, wanted to strengthen its direct-to-consumer customer experience and build more “transactional trust” across the shopping journey. To do that, the company turned to Narvar and its customer experience and tracking tools to better communicate product details, shipping expectations, and pre- and post-purchase updates.

Narvar helped Dooney & Bourke implement a branded tracking page, SMS alerts, and automated returns flows, creating a more seamless self-service experience. The results included a 35% click-through rate to the website, an average of 4.8 track page visits per customer, and a noticeable reduction in “where is my order” support calls, freeing customer service teams to focus on higher-value work.

Dooney & Bourke

Peter Beaugard

Head of Brand Strategy