Case Study: Altar’d State improves omnichannel customer experience with Reality Based Group

Altar’d State uncovers 70% warehouse fulfillment with Reality Based Group

Altar’d State, a traditional retailer experiencing steady growth in e-commerce sales, faced a significant challenge in understanding its online customer experience. The company lacked concrete data on how orders were fulfilled and delivered, operating on assumptions that hindered its decision-making. Altar’d State partnered with vendor Reality Based Group to uncover the real customer journey and ensure its online sales delivered the same distinctive brand experience as its retail stores.

Reality Based Group implemented a web service plan involving monthly online purchases from all Altar’d State locations to gather comprehensive data. This solution revealed that 70% of e-commerce orders were actually fulfilled from the warehouse, a stark contrast to the assumed 25-30%. This data-driven insight from Reality Based Group led Altar’d State to transform its business by analyzing inventory levels, improving staff training for online order packaging, and enhancing its omnichannel customer communication, ultimately positioning the brand for greater customer loyalty and bottom-line growth.

Altar’d State