Case Study: Finish Line achieves a more transparent post-purchase experience with Narvar

Finish Line Delivers the “Epic Finish” With Post-purchase

Finish Line, a footwear retailer, wanted to improve its post-purchase experience and reduce customer uncertainty after purchase. The company found that more than 50% of customer care interactions came from shoppers who didn’t know where their order was, so it needed a more seamless, transparent way to support order tracking and strengthen customer trust. Narvar Track was used to help address this challenge.

Narvar implemented Narvar Track for Finish Line to provide accurate estimated delivery dates, real-time tracking updates, and branded tracking pages that kept customers informed after checkout. Within six months, Finish Line saw a 25% click-through rate from tracking pages back to its website, 6.2 branded tracking page visits per order, and a 17.6% SMS opt-in rate, helping drive more engagement and repeat connections with customers.

Finish Line

Danielle Quatrochi

SVP of Customer Experience and Innovation