Miniklub’s 100 NPS Score Story: Fixing Returns and Delivery Estimates with ClickPost

Challenge: Managing returns and order tracking through fragmented in-house modules

Fragmented Tech Stack

• Separate dashboards for tracking, returns, and performance metrics
• Heavy manual intervention required across systems
• Additional overhead in managing disparate tech solutions

Static Delivery Promises

• Fixed delivery dates for every PIN code regardless of customer location
• No way to showcase their 4-hour to 2-day fulfillment capability
• Missing a key conversion driver at checkout

Manual Returns Processing

• Refunds initiated manually, creating delays
• High volume of customer queries to support team
• Need to hire additional resources to manage returns volume

With ClickPost, Miniklub has unified post-purchase operations on a single platform 

Unified Logistics Intelligence

ClickPost consolidated tracking, returns, and performance analytics into one platform, eliminating the need for multiple dashboards and reducing manual overhead.

AI-Powered Estimated Delivery Dates (EDD)

ClickPost linked Miniklub's internal parameters - warehouses, pickup locations, and customer drop locations, in real-time using AI algorithms to predict accurate delivery dates. This transformed their fast fulfillment capability from an operational strength into a conversion driver.

"If on any occasion a customer wants their order on a particular date, they easily guage that. Furthermore, when orders arrive before time, it's a great experience. It's all possible with this ClickPost’s EDD module"

Automated Returns & Refunds

The entire returns process, from initiation to refund processing, is now automated, eliminating manual touchpoints and accelerating transaction times.

The Impact: Customer Experience Excellence and Soaring NPS

"Even our NPS score has increased. It almost went above 90, even touching 100 after onboarding ClickPost.”

• Zero manual refund processing - Fully automated returns workflow
• Reduced support tickets - Customers no longer reaching customer care for order status
• No additional hiring needed - Scaled returns management without adding resources
• Real-time customer communication - Seamless updates on orders and returns

"For my experience with ClickPost in terms of product: It is awesome. I don't say good, it is awesome."

Ragu Venthan, Head of Technology, Miniklub