One of retail’s most respected awards recognized post-purchase innovation that cut delivery enquiries by 50% and generated 25% CTR engagement
nShift and ICIW have been shortlisted as finalists in the 2026 Retail Week Awards in the EV Cargo Digital Excellence Award category, marking a major milestone in their ongoing collaboration.
The award recognizes retailers that have made significant progress in digital transformation over the last 12 months by using technology to enhance customer experience, streamline operations and drive measurable business impact. For ICIW, this recognition reflects its transformation of the post-purchase experience from a traditional ecommerce pain point into a brand-building customer experience and growth channel.
ICIW began working with nShift after a period of rapid growth that its existing order tracking setup could not support. Customers were being redirected to individual carrier portals for delivery updates, resulting in fragmented communications, an inconsistent brand experience and limited visibility over delivery performance.
By implementing nShift Track, ICIW created a unified post-purchase experience that keeps customers within its own branded ecosystem, while giving internal teams real-time access to accurate delivery data. This transformation delivered measurable results:
- A 50% reduction in delivery-related customer queries within the first year
- A high-engagement post-purchase marketing channel with click-through rates of 25%
- A fully branded post-purchase and delivery tracking experience with no redirection to carrier websites
- A single source of truth for delivery data shared between customers and customer service teams
- Greater operational efficiency through real-time data visibility and automated communications
By rethinking the role of delivery communication and using nShift Track, ICIW has turned a traditional cost center into a competitive advantage. The post-purchase phase is now used not only to provide reassurance and transparency, but also to strengthen brand loyalty and drive incremental revenue.
To be shortlisted for a Retail Week Award highlights the scale of the transformation ICIW has achieved. Their team made a clear decision to treat post-purchase as a core part of the brand experience rather than a logistics afterthought. We are proud to support that vision and to see the results it has delivered across customer experience performance and revenue.
Commenting on the partnership, Pontus Eriksson, chief operating officer, ICIW said, “Being able to communicate directly with customers has been a game-changer in terms of handling enquiries relating to orders and getting visibility of the data so that we can continually improve the service we offer.”
The winners will be announced at the Retail Week Awards dinner at the JW Marriott Grosvenor House Hotel in London on Thursday 19 March 2026.
Find out more about the work behind this shortlisting in the full ICIW customer story.
