Stenströms increases international shipments by 153% with localized delivery experiences

Customer Story nShift Checkout nShift Delivery Ecommerce

Summary: a perfectly-crafted customer experience
When the Covid-19 pandemic hit, Stenströms discovered that they were missing a trick. By revamping their ecommerce experience, they could offer customers the same quality encounter online that they enjoyed in store. By fully localizing the delivery experience, so that customers could book deliveries from the local carriers they knew and trusted, Stenströms dramatically increased its performance in crucial markets.

By working with nShift, Stenströms has transformed the online shopping experience and increased revenue in major markets such as Germany, Canada and UK. Overall, Stenströms has increased international shipments by 153%.

Solution used

Delivery

Checkout

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The Challenge: unleashing ecommerce potential 

Stenströms has crafted classic and contemporary clothing for more than 125 years. For decades, customers purchased the products directly from Stenströms stores or from multi-brand retailers. Though it launched its ecommerce operation in 2018, online sales remained a peripheral part of their business for the next two years. Most customers were committed to buying in store and ecommerce simply served a small number of people who were already convinced of Stenströms’ high-quality but did not live near a physical store.

As a result, the company’s initial ecommerce experience for consumers simply replicated the business-to-business (B2B) set up it used for procurement officers at multi-brand retailers. It focused simply on facilitating a transaction rather than providing a loyalty-building customer experience.

All this changed with the outbreak of Covid-19 and the difficulties the pandemic posed to instore shopping. Stenströms quickly realized that creating the best-possible ecommerce experience would not only get them through the pandemic. It could help the business thrive in the long term by enabling them to better serve international markets.

But creating the right customer experience would require working with a new shipping platform.

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The Solution: operational expertise and high-quality experience 

In 2021, Stenström chose to work with nShift to create a cutting-edge consumer experience, scale up their shipping operations and expand their offer in international markets. 

nShift Delivery creates access to a network of more than 1000 carriers, facilitating shipments to markets around the world. Delivery connects seamlessly to nShift Checkout, which enables Stenströms to provide locally-relevant delivery options to customers in different countries. These delivery options are interwoven with Stenströms checkout page, creating a seamless customer experience.

Quality is the foundation of Stenströms. We knew that for our ecommerce operation to become a real success, the online experience had to match the high standards we provide in store. We got in touch with nShift because we were confident that they had the capability to help us manage our shipping operation and to give the customers an experience that reflected the prestige of our brand.

Yasser Shabbir Sveder, Head of E-Commerce at Stenströms

 

The Results

Working with nShift, Stenström has fully localized in 10 important markets including UK, Germany and Canada. The set up was quick and efficient and making changes remains straightforward. “One of the great things about working with nShift is how well and easily the platform integrates with the rest of our tech eco system. Recently, we made the decision to change our ecommerce platform. Taking nShift from one platform and integrating it with another was easy, saving us a great deal of time and ensuring consistency of service,” says Yasser Shabbir Sveder, Head of E-Commerce at Stenströms.

Together, Stenströms and nShift have delivered:

  • A great customer experience at checkout - the relevant delivery options are clearly displayed as customers complete their purchase. They feature information about delivery times and delivery dates
  • A localized experience in each market - with the delivery options showing the logo of the relevant, local carrier
  • A scalable delivery process - the business experiences times of high demand. nShift's carrier library and flexibility enables the business to scale up transport capacity to meet demand and scale back again in the quieter periods
  • A seamless experience - with the delivery checkout easily integrating with the Kustom checkout (Formarly Klarna Checkout)
  • An efficient set up – which saved a great deal of time when integrating nShift. It is also quick and easy to add new delivery options

What makes nShift an ideal partner is that, as we grow, nShift will grow with us. Whether it’s localizing logos on delivery options, creating access to relevant carriers in new geographies or setting up new rules around delivery times, nShift gives us the agility to fulfil our ambitions.


Yasser Shabbir Sveder, Head of E-Commerce at Stenströms