Founded in Sweden in 2012, ICANIWILL has grown from a small training blog into a fast-scaling sportswear brand serving customers worldwide. The company’s direct-to-consumer model depends heavily on a smooth delivery experience, especially in post-purchase communication.
Customers wanted clear, proactive updates about their orders, but third-party carrier messages often felt inconsistent and off-brand. To strengthen the relationship between customers and the ICANIWILL brand, the company sought a way to own and personalize the tracking experience from start to finish.
Despite shipping around over 400,000 orders annually, ICIW had no order tracking solution in place. Orders were tracked via the portals of the shipping companies it used. This created an inconsistent customer communications experience. And it left the business with only limited visibility around the speed and success of its orders.
For a company that had made a strategic, commercial decision to sell directly to customers, the absence of a clean and simple solution for shoppers to track the status of their order was a big problem.
It’s why, in early 2024, ICIW chose to use nShift Track. This multi-channel tracking and post-purchase communication solution gave the business a clear read on the status of deliveries. It meant that ICIW could keep customers up to date with the status of each delivery and crucially, it provided the customer communications in a consistent look and feel that reflected the brand.
Beyond parcel tracking capabilities, nShift Track is also helping ICIW communicate to its customers and deliver marketing messages in post-purchase - a period when they are most engaged with the brand.
Since going live with nShift Track, ICIW has eliminated the unbranded emails it was sending to customers. In doing so it has not only created a single source of truth for information relating to each shipment, but seen a 50% reduction in delivery-related questions from its customers.
On top of that, since ICIW is now sending branded and personalized communications relating to orders, it has a 25% CTR on its shipping confirmations compared to an industry average of around 18%.
ICIW plans to expand its use of nShift Track in the future to include the use of the event notification function to further improve the customer experience.