Case Study: Deckers Brands improves click and collect and click and reserve with Zendesk Support

Deckers Brands - Customer Case Study

Deckers Brands, the parent company behind six brands including UGG®, needed a way to connect online orders with in-store fulfillment for its “Click and Collect” and “Click and Reserve” programs. The company wanted a solution that was user-friendly, scalable, easy to deploy, and simple for store associates to learn.

Using Zendesk Support, Deckers built the workflow with a single API, triggers, automations, email notifications, and HTML formatting. The program went live in July 2014, rolled out across stores in the United Kingdom and France, and later expanded to the United States, where “Click and Collect” generated $600k in sales. In EMEA, “Click and Collect” accounted for 5% of e-commerce sales, and the pilot for “Click and Reserve” saw roughly 30 percent of reservations convert in-store.

Deckers Brands

David Williams

Head of Online