Case Study: Sugarfina achieves a 60% reduction in support calls and boosts post-purchase engagement with Narvar

Sugarfina Reduces Support Calls While Delivering a Sweet Experience

Sugarfina is an artisan candy retailer that creates “gourmet sweets for grown-ups,” operating more than 50 boutiques across the U.S. and Canada. Rapid growth and heavy seasonal spikes—especially around Valentine’s Day—left Customer Support overwhelmed with “where is my order?” calls, creating a need for a scalable way to manage post-purchase inquiries and maintain a great customer experience.

Sugarfina implemented Narvar’s branded tracking page to show real‑time delivery status and promotional content. Customers visit the page an average of 3.5 times per shipment, marketing assets on the page see a 14% CTR, and support calls about order status fell 60%, likely avoiding the need to hire 2–3 additional reps while helping the brand drive awareness and support expansion.

Sugarfina

Crisanta German

Senior Director of Marketing