Case Study: Caraway Home cuts package theft and WISMO with parcelLab
Key results
The challenge
Caraway Home, a cookware brand, found customers were often confused about delivery timing because orders shipped in multiple packages, driving up status inquiries. Package theft was also a concern for its deliveries.
The solution
Caraway implemented parcelLab's delivery, insights and returns modules with AI-driven automations, embedded order-tracking pages that display each shipment, package images in emails and a delivery option that reduced theft.
“Partnering with parcelLab, we're transforming our delivery experience with AI-driven automations that keep customers informed every step of the way. Whether a package is returned to sender or an attempted delivery is missed, customers receive real-time updates, eliminating confusion and frustration.”
NGNancy GurdDirector of Customer Experience, Caraway Home
The results, in context
Caraway reduced package theft from 7% to 1% and cut WISMO inquiries from 27% to 10%. Real-time updates for returned-to-sender or missed deliveries reduced customer confusion.