Case Study: Hera rebuilds customer trust and launches circular fashion with Swap

Hera - Customer Case Study

Hera, a fashion brand, faced the challenge of rebuilding customer trust following its 2021 acquisition and streamlining its operational efficiency, particularly during peak seasons. Their lean team was burdened with manual work. To address this, Hera partnered with the vendor Swap to improve its returns process and customer experience.

Swap implemented an automated returns platform that integrated with Hera's third-party logistics (3PL) provider, saving the team significant manual work hours. This seamless process helped rebuild customer loyalty. Furthermore, Swap enabled the launch of HERA Rewear, a circular fashion program for trade-ins and resale. This initiative fuels repeat purchases and deepens customer loyalty through the HERA Collective points system, creating a complete product lifecycle. The results included regained customer trust, peak-season efficiency, and a successful new revenue stream, all managed through a single partnership with Swap.

Hera

Nicole Jackson

Head of Customer Support