Case Study: Russell & Bromley lowers WISMO calls by 43% with Narvar

How Russell & Bromley Lowered WISMO Calls by 43%

Russell & Bromley, the luxury footwear and accessories retailer, needed a more on-brand post-purchase experience to match its high-end customer expectations. Before working with Narvar, carrier-based delivery notifications were unbranded and gave the retailer little control over the customer journey, limiting engagement after purchase.

Narvar implemented its post-purchase solutions, including the Engage module and later the Care module, to power branded notifications and tracking pages. The result was stronger engagement and service improvements, including a 61% open rate on notification emails, a 13% click-through rate on tracking pages, and a 43% reduction in WISMO calls during the 2020 holiday season.

Russell & Bromley

Nick Mitchell

Head of Customer Service and Online Trading