Case Study: Heavys achieves $184,000 in annual upsell run rate with Onward order editing

Heavys adds $184,000 in annual upsell run rate with Onward

Heavys, a direct-to-consumer audio brand specializing in high-end headphones, faced significant post-purchase friction. Customers who made considered, high-value purchases frequently requested order changes, such as address corrections or adding items, which all had to be handled manually by support. This process created a leak of potential revenue from upsells and generated high-volume, low-value tickets that strained their customer experience team. To address this, they implemented Onward's self-service order editing solution.

Onward's solution allowed customers to edit their own orders pre-fulfillment, deflecting support tickets, while also presenting opportunities to add items like a second pair of headphones at a reduced rate. This self-service flow captured revenue that would have otherwise been lost. In its first week, the tool was used to edit 1 in 20 orders and generated an annualized upsell run rate of $184,000. It also created an estimated $30,000 in annual support cost savings by deflecting tickets, making it a tool that improved Heavys' profitability on both sides.

Heavys