Challenges
Clean Eatz's delivery transparency and fulfillment challenges
Clean Eatz's main challenges with their D2C site were:
- Inaccurate and vague delivery dates
- Low customer retention due to carrier delivery delays
- Lost profits and increased labor costs due to product resends
- High cart abandonment due to lack of delivery transparency
- Inefficient multi-origin warehouse fulfillment process
Objectives
Why Clean Eatz chose ShipperHQ to offer more transparency to customers
“Prior to using ShipperHQ, our system couldn't accurately give customers an expected delivery date before the customers checked out… Shipping a perishable product, it's very important that our customers know at the time of checkout, when they can expect their order to arrive.”
Since 60.7% of customers are more likely to purchase if they see delivery times in the cart, Clean Eatz knew they needed a better solution that would provide total delivery transparency — especially since they specialize in shipping perishable items to their customers. Clean Eatz also wanted to streamline their fulfillment operations across multiple warehouses to improve their unsuccessful delivery rate numbers and increase customer retention.
Here's why Clean Eatz decided to partner with ShipperHQ:
Clean Eatz determined that ShipperHQ's delivery date logic API was unparalleled when it came to setting delivery expectations for their customers — not to mention they could seamlessly connect their new UPS negotiated rates to the platform.
So, what made ShipperHQ stand out above the rest?
- With ShipperHQ's delivery date logic, Clean Eatz would implement delivery transparency both internally and for their customers. Customers could choose an exact date and time for their delivery while Clean Eatz would have the ability to set their own cutoff times, blackout dates, and lead times on their end.
- Clean Eatz could set up shipping rules within ShipperHQ based around their carriers and multiple fulfillment centers accounting for lead and cutoff time by shipping origin location. Not to mention, the ability to create shipping groups for specific products.
- ShipperHQ's delivery date logic also accounts for the fact that Clean Eatz sells perishable goods. This way, Clean Eatz could set maximum transit times to ensure delivery is made within a certain window to maintain their product's freshness.
- The multi-origin shipping and dropshipping feature would give Clean Eatz more dynamic lead-time optionality, meaning they could actively change fulfillment operations before orders were shipped out. This would give them the opportunity to set more realistic expectations with their customers, especially when unforeseen supply chain issues cause delays.
- ShipperHQ makes sure retailers have UPS Ready® solutions through built-in UPS rating and address validation functionality and the UPS® Digital Connections Program, which specifically helps eligible small and medium-sized businesses fund their ShipperHQ solution to enhance their shipping strategies.
The ShipperHQ Solution
Scalability. Adaptability. Flexibility.
“Prior to using ShipperHQ, our system couldn't accurately give customers an expected delivery date before the customers checked out… Shipping a perishable product, it's very important that our customers know at the time of checkout, when they can expect their order to arrive.”
Key features utilized
- Delivery Date & Time
- Multi-Origin & Dropshipping
- Address Validation
Once Clean Eatz began working with ShipperHQ, they were able to implement delivery date and time information directly into their checkout, leading to a decrease in their cart abandonment and drop off numbers.
With ShipperHQ's multi-origin shipping options, Clean Eatz set warehouse fulfillment rules based on a customer's shipping address, making the entire distribution process more streamlined. This not only helped increase the accuracy of their customer's delivery expectations, but also meant they could utilize this more accurate lead-time data to adjust their process when necessary.
Aside from improving their fulfillment process and increasing their cart conversions, Clean Eatz also saw an increase in overall customer retention since perishable deliveries were arriving when expected, giving their clients a better well-rounded experience.
ShipperHQ + UPS = enhancing your shipping strategy
One of Clean Eatz's biggest challenges with delivery transparency was the on-time delivery numbers with their carrier. Since ShipperHQ is a certified UPS Ready® vendor, Clean Eatz can easily access accurate UPS delivery dates/times, and their negotiated UPS rates, directly within ShipperHQ. It's built-in! Clean Eatz connected to a UPS expert to determine whether they qualified for the UPS® Digital Connections Program — a program specifically made for small and medium-size businesses.
UPS® Digital Connections Program
The UPS® Digital Connections Program allows qualified small and medium-sized businesses to receive monetary support to enhance their ecommerce tools. Using these funds, companies can get access to industry-leading tools that are typically reserved for larger online retailers. This means small businesses are better able to compete fairly in the marketplace while also implementing easy and smart shipping options for their customers.
With this program, a UPS salesperson can invest directly in their customer's business by offering assistance with streamlining processes, providing solutions to meet growth goals, and a host of other marketing options. Businesses can also seamlessly integrate shipping tools and technology into their overall strategy using UPS-approved vendor partners, like ShipperHQ
Why Clean Eatz made the switch to UPS
Clean Eatz was already using ShipperHQ when they decided to look for a different carrier option as well — one that could offer a more efficient delivery process and a better overall customer experience. They were a great fit for the UPS® Digital Connections Program due to the perishable nature of their products, which meant they needed a checkout and carrier solution that could work together to increase transparency and on-time delivery numbers.
Clean Eatz was previously using FedEx® for their deliveries, but saw their on-time delivery fall into the mid 80% range. They were also experiencing issues with lost and damaged shipments, which simply wasn't going to work for them (or their customers).
Once they made the switch to UPS in 2021 and implemented ShipperHQ, Clean Eatz saw immediate on-time delivery improvements — even seeing it grow into the high 90% range within the year.
Another SHQ + UPS Win
After implementing ShipperHQ and using UPS, Clean Eatz also reduced returns and spoilage by 50% over the last year, resulting in tens of thousands in savings while improving customer experience.
