Case Study: The Academy Brand reduces customer complaints by 90% with Shippit

Reduced in-bound customer queries and complaints by 90%

The Academy Brand, a lifestyle and apparel retailer, needed a better way to manage the growing volume of customer queries and complaints tied to shipping as its online sales expanded. Using Shippit, they sought a solution to improve the last-mile delivery experience, reduce courier-related issues, and protect customer relationships.

Shippit implemented an approved carrier network with consistent tracking updates, SMS and email notifications, and proactive delivery support. As a result, The Academy Brand reduced inbound queries and complaints by 90%, achieved a 99.1% customer satisfaction rating, and lowered domestic shipping costs by 9%, while keeping average delivery time at 1.8 days.

The Academy Brand

Paul Dennis

Brand Manager