How Oriflame Boosted Agility and Customer Visibility with ClickPost

A Global Brand, Scaling with Purpose ✨ 

Oriflame, a globally renowned beauty and wellness company with Swedish roots, has always prioritized customer experience as a core part of its brand promise. With a strong presence in several markets, the company continuously looks for ways to enhance operational efficiency and stay connected with its customers—especially in the crucial post-purchase phase.

While the brand continued to grow, so did the need for a more agile and transparent logistics process. Oriflame’s operations team recognized that improving internal efficiency and keeping customers informed throughout the delivery journey would be essential to sustaining both satisfaction and scale.

We had the opportunity to connect with Rachmat Trisnasaputra, Operations Director at Oriflame Sweden, and hear firsthand about the operational challenges they faced and how working with ClickPost contributed to enhancing their logistics and customer experience.

In Rachmat Trisnasaputra’s own words, “ClickPost has transformed our logistics operations, enhancing both in-house efficiency and customer experience.”

What They Sought to Improve in Their Logistics Process

Growth brought new demands on Oriflame’s logistics—highlighting areas where processes could be smoother. These challenges became the starting point for exploring targeted improvements:

1. Manual and Time-Consuming Order Processing

Handling orders involved significant manual effort, which increased the risk of errors and slowed down the overall processing time from order creation to dispatch.

2. Lack of Real-Time Visibility for Customers

Without timely tracking updates, customers frequently reached out to ask, “Where Is My Order?” (WISMO), leading to higher volumes of customer service inquiries and reduced post-purchase satisfaction.

3. Limited Customer Feedback Integration

Oriflame needed a better way to collect and analyze customer feedback after delivery to understand satisfaction levels and improve both product and delivery strategies.

4. Inefficient Reporting Processes

Generating logistics and operational reports was time-intensive, limiting the team’s ability to make data-driven decisions quickly and hampering efforts to scale efficiently.

5. Challenges in Scaling Logistics

As order volumes grew, Oriflame required more agile systems that could handle increased complexity while maintaining accuracy, speed, and a positive customer experience.

A Moment of Change

Faced with rising demand and the increasing complexity of logistics operations, Oriflame recognized that change was necessary to keep up with both internal goals and customer expectations.

The growing pressure to provide real-time tracking updates, reduce manual intervention, and streamline reporting led them to explore solutions that would not only enhance operational efficiency but also improve the post-purchase experience for their customers. Then they engaged with ClickPost to explore how logistics could be better aligned with their evolving needs.

A Collaborative Approach to Logistics Optimization

The goal was clear: enhance operational agility, improve customer visibility, and ensure that as they scaled, their logistics would continue to support their core values of quality and customer satisfaction. Here are the key solutions that were introduced:

1. Automated Order Creation and Processing

The new order creation module was designed to automate manual tasks, reducing errors and speeding up the order-to-dispatch process. This allowed Oriflame’s operations team to handle a larger volume of orders without compromising accuracy, ensuring that customers receive their products on time and in perfect condition.

Now they are successfully handling an average of 180k+ shipments each month with ClickPost.

2. Real-Time Tracking and Customer Communication

To tackle the WISMO (Where Is My Order?) challenge, ClickPost’s real-time tracking system was integrated into Oriflame’s logistics framework. Customers now receive consistent and timely updates about their deliveries, dramatically reducing inbound queries to customer service and increasing satisfaction with the post-purchase experience.

3. Capturing Valuable Customer Feedback with NPS

4. Automated Reporting and Data-Driven Decision Making

ClickPost’s automated reporting tools provided Oriflame’s team with actionable insights without the time-consuming manual data entry. This freed up valuable resources, enabling the team to focus on strategic decisions rather than spending hours compiling data.

5. Scalable Solutions for Future Growth

As Oriflame’s logistics needs continued to evolve, ClickPost provided a scalable solution that could grow alongside the brand. Whether it was integrating new regional delivery partners or managing an increasing number of orders, ClickPost’s flexible platform was designed to support Oriflame’s long-term growth without creating bottlenecks.

Key Takeaways from the Partnership

Oriflame’s logistics transformation wasn’t about quick fixes—it was about building long-term resilience and a better customer experience through thoughtful improvements. This collaborative effort with ClickPost brought forward several learnings:

• Efficiency is foundational. Automating core logistics processes like order creation and reporting freed up time and reduced errors, helping Oriflame focus on strategic growth.

• Visibility drives trust. Real-time tracking empowered customers with timely updates, significantly reducing WISMO queries and enhancing satisfaction.

• Feedback fuels progress. Capturing customer sentiment through NPS gave the operations team actionable insights to refine both delivery and product experiences.

• Technology works best when it fits. The solutions didn’t require massive disruption; they were built to integrate with Oriflame’s existing systems, respecting the work already in place.

• Scalability matters. As Oriflame grows, the logistics backbone now scales with it—ready for new markets, higher order volumes, and rising expectations.

Moving Forward, Together

What made this transformation meaningful wasn’t just the adoption of new technology—it was the shared commitment to continuous improvement. Oriflame brought a clear vision of what they wanted to achieve: operational agility, better visibility, and a more seamless customer experience. ClickPost’s role was to support that vision with solutions that integrated smoothly, respected existing systems, and enabled scale.

If you're exploring ways to strengthen your logistics and customer experience, we’d be glad to start a conversation. Let’s build something meaningful, together.