Enhancing PUDO boosts conversions at Flying Tiger Copenhagen

Customer Story Retail Logistics Delivery Management Denmark Ecommerce pudo

Expanding PUDO options using nShift Checkout has helped Flying Tiger Copenhagen make huge improvements to its customer experience and increase conversions by 20%. The retailer is now rolling out PUDO deliveries to customers internationally.

Summary

Whether it’s designing extraordinary products for everyday life, or making everyday products look extraordinary, Flying Tiger Copenhagen prides itself on products that help bring people closer together.

Its first shop opened in 1995 and today, Flying Tiger Copenhagen has over 1,000 shops serving more than 93 million customers. But as time has evolved, so have consumer buying habits when it comes to how, where and when they can collect or return their orders. Working with nShift has enabled Flying Tiger Copenhagen to expand its pick-up and drop-off (PUDO) delivery locations for its ecommerce customers.

After deploying nShift Checkout, Flying Tiger Copenhagen has seen checkout conversions increase by 20%, while significantly improving customer choice and convenience.

Products used

nShift Checkout

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The Challenge

With almost 850 stores in 27 countries, Flying Tiger Copenhagen began selling online in 2021. Its new ecommerce business has experienced rapid growth. Key to this was catering to demand for PUDO deliveries, which were the preferred option for over 70% of Flying Tiger’s customers in the Nordics.

Flying Tiger Copenhagen was using a combination of Shopify for the customer checkout and Maersk E-Delivery for shipping. However, this system was inflexible in many respects.

First, customers were unable to choose their preferred PUDO location: the software did this automatically – irrespective of their wishes.

Second, the system did not make the customer aware of the PUDO point location until the order had been shipped, by which point it was too late to make a change if this location was inconvenient for the customer.

Finally, restrictions in the system also meant that Flying Tiger Copenhagen’s delivery team could only update its PUDO point network every 24 hours. This meant there could be delays to customer deliveries if a PUDO point was full or closed. Sander van Enschot, Head of digital operations, Flying Tiger Copenhagen said:

The inability for our shoppers to select their preferred PUDO point at the checkout was a big issue in delivering a positive customer experience. Most of the time, what was automatically selected for them was neither convenient nor their preferred choice..
Sander van Enschot, Head of digital operations, Flying Tiger Copenhagen

The Solution

It was clear Flying Tiger Copenhagen needed something that better suited the needs of the customer. This was why, in late 2023, it opted for nShift Checkout.

The solution was recommended to Flying Tiger Copenhagen by Fusefabric - an external partner specializing in Shopify-powered retailers. Integrating seamlessly with both Shopify and Maersk E-Delivery, nShift Checkout integrates with the back end of Flying Tiger Copenhagen’s e-commerce set-up. nShift Checkout enables customers to select the PUDO location that suits them best.

nShift Checkout connects retailers to more than 1.2 million PUDO locations, so Flying Tiger Copenhagen is able to offer its customers a huge amount of choice when it comes to selecting their preferred PUDO locations. That also means Flying Tiger Copenhagen can continue to offer flexible PUDO deliveries as the business grows, as Sander explains:

To grow the business and cater for the needs of our customers, it was clear we needed something that put them in the driving seat of their delivery preferences. We selected nShift to work with our established solutions and it slotted in perfectly with no issues.
Ronnie Sander van Enschot, Head of digital operations, Flying Tiger Copenhagen

increase in conversions

shops

of customers preferred the PUDO option

The Results

Since adopting nShift Checkout, Flying Tiger Copenhagen has experienced a 20% increase in conversions at checkout. nShift Checkout’s real-time capabilities mean that there is no delay or any gaps in visibility when it comes to PUDO point capacity. Customers can select the PUDO point that works best for them, with confidence that there will be no issues when it comes to delivery or collection. This has had a massive impact on the customer experience. Sander said,

Improvements made in delivery choice at the checkout have been a key success factor in increasing conversion and improving the customer experience.
Sander van Enschot, Head of digital operations, Flying Tiger Copenhagen

A better PUDO deliveries capability gives Flying Tiger Copenhagen a solid platform for ecommerce growth. Building on its successes in the Nordics, the retailer is beginning to roll out PUDO deliveries to customers internationally, beginning in Italy in 2025.

Ecommerce customers across Europe increasingly expect PUDO deliveries. Working with nShift, we now have the ability to successfully scale with confidence that we can expand the number of PUDO points we offer in both established and new markets.
Sander van Enschot, Head of digital operations, Flying Tiger Copenhagen