Same day delivery set to improve customer service and increase sales
Until now, The Fragrance Shop has been offering its online customers a range of delivery options including standard, next and nominated days, weekend delivery and click & collect. With Next Day and Click & Collect options overtaking standard delivery in popularity over the past few years, it has become evident that The Fragrance Shop customers are looking for urgency in receiving their online orders.
“Fragrances are typically purchased as a last minute gift, so speed and flexibility of delivery is important,” comments Mark Kelly, head of eCommerce, The Fragrance Shop. “We want to maximise on this by making it easier for customers to make these guilt-free, eleventh-hour purchases. We chose to implement Shutl based on the company’s standing as a market leader in same day delivery and the fact we share the same ethos for superior customer service.”
Shutl has been integrated into The Fragrance Shop’s new bespoke eCommerce platform.
Using Shutl, The Fragrance Shop customers can now opt for immediate delivery, or select a one-hour delivery timeslot of their choice. A Shutl carrier is then directed to whichever of The Fragrance Shop’s 177 stores nationwide is closest to the delivery address. The shipment can then be collected from the store, which is effectively serving as a mini-warehouse, and taken the final few miles into the hands of the recipient.
Kelly concludes, “Shutl enables us to interact with our customers quickly, and in the manner of their choosing. This doesn’t just give customers greater control over when they receive their purchases, but by keeping the delivery time short, they are less likely to change or cancel their order or contact customer services for delivery updates.”