I really love Narvar’s proactive delay notifications. During a snowstorm last winter, Narvar sent delay notices automatically, so customers heard from us before they had to ask and our inbox stayed quiet instead of exploding with questions. I like that the self-service returns portal handles the full flow: customers select an item, choose a reason code, and print a label themselves. The reason-code data feeds into our merchandising conversations. It showed us that 22% of returns in one category were because items ran small, so we fixed the size chart. Returns went from a pure cost to something we learn from. I also value the branded tracking page, where customers see our logo and product recommendations instead of a confusing carrier status screen. Marketing loves the extra impression it has generated. Our implementation manager’s weekly check-ins helped a lot.

The best part is, when I look at my console and I can search for orders based on e-mail addresses and instantly see exactly where they are in the shipping process (and what the carrier has said about their status)…that’s probably 90% of my morning taken care of in less than 10 seconds. The returns portion of the system works the exact same way; They complete a form and receive a QR code to bring to a UPS store or whatever they use for drop off.

We love how real-time the updates are. Customers receive delivery notifications within the same minute as the actual delivery. We use the Narvar Track page, Narvar SMS, and email templates for On Its Way, Delivery Anticipation, Carrier Delay, and Delivered. Setup was pretty easy, and we were live in about 40 days.