25% Support queries reduced and NPS increased for Savana

With ClickPost’ order editing and returns automations

"With ClickPost, customers update their own address or item, so our team is off that queue. Returns are managed through ClickPost across multiple couriers too, so the pickup journey is tracked and communicated. Our returns CSAT has gone up."

Ashutosh Sharma

Growth and Expansion, Urbanic and Savana

Savana's key challenges with logistics operations

The operations had to be at par as the brand reached a hyper-growth phase.

Address and item change requests made up 20–25% of chat queries
Edit requests handled on the human support end, with little bandwidth to automate them in house
Returns lacked consistent communication across couriers
The gaps showed up as a poor returns experience and lower CSAT

With ClickPost: How Savana's operations changed as they scaled

ClickPost brings efficiency to Savana's customer experience, with branded, self-serve experience that reduce support load.

Self serve address, SKU edits, with windows tuned to segment, order value, and quantity
Order edits automated end to end with edits auto syncing with OMS
Returns automated through ClickPost across multiple couriers, with the full pickup journey tracked and communicated
Courier performance transparently tracked. And returns CSAT has improved

About the company

D2C fashion brand serving millennial and Gen Z shoppers in India, with 18L+ monthly D2C orders

Visit Website

savana.com/

Industry

Fashion and Apparel

Solutions Used

Branded Tracking Page returns