Case Study: ICANIWILL cuts delivery-related queries by 50% with nShift Track

How nShift Track is helping ICIW get closer to customers

ICANIWILL (ICIW), a rapidly expanding activewear brand, faced a challenge with inconsistent and off-brand post-purchase delivery communication. Relying solely on third-party carrier updates led to a poor customer experience, high volumes of "Where Is My Order" (WISMO) inquiries, and a lack of visibility into its delivery process. To gain control and strengthen its brand, ICANIWILL partnered with vendor nShift to implement its Track product.

nShift provided a multi-channel tracking and post-purchase communication solution that delivered fully branded, consistent notifications. This allowed ICANIWILL to own the entire customer tracking experience. The results were significant: the company achieved a 50% reduction in delivery-related customer queries and a 25% click-through rate on its shipping confirmations, far exceeding the industry average. nShift's solution gave ICANIWILL valuable data insights and paved the way for further improvements to the customer experience.

ICANIWILL

Pontus Eriksson

Chief Operating Officer