Balance Nutrition increases customer satisfaction and reduces passive returns with the SendNet App
In the fast, dynamic era we live in, maintaining a healthy and balanced lifestyle has become an ongoing challenge. Supplements have become an important part of many people's diets to ensure they get all the essential nutrients their health requires.
Italian e-commerce brand Balance Nutrition is a specialist brand offering a broad range of products, from weight-loss solutions to bone, hair and skin wellness supplements. They provide tailored answers to meet each individual's varied needs and goals.
With ever-growing demand for high-quality supplements, Balance Nutrition faced the challenge of ensuring efficient, timely deliveries to customers. Aware of the importance of a reliable logistics service, the brand turned to SendNet, a proven logistics partner for supplement brands.
Balance Nutrition minimises customer waiting times with the SendNet App
Before using the SendNet App, Balance Nutrition's customer service ran on long manual procedures. This cost their team valuable time and left customers waiting.
The SendNet App now gives the team a comprehensive, detailed overview of every shipment in progress. This substantially simplifies their entire delivery management process, letting them identify any problems quickly and intervene in good time.
On top of that, being able to check and replenish stock through the App has further optimised order management, substantially reducing customer waiting times.
Lower return rate and lower shipping costs thanks to cash-on-delivery checks
A recurring problem for Balance Nutrition was the high number of cash-on-delivery orders coming back as passive returns. This happened when customers ordered after seeing a paid social ad for the supplements and chose cash-on-delivery so they could decide whether to buy when the order arrived.
The team didn't want to stop offering cash-on-delivery to their customers, since it's a particularly popular payment method in Italy, but they did need to lower the high return rate.
Fortunately SendNet was able to find a solution. They set up an automation whereby, if cash-on-delivery is selected, the order is temporarily held and the Balance Nutrition team is notified. Balance Nutrition then has the opportunity to verify all the details directly with the customer and check whether they're still interested in the product.
This ensures that orders delivered cash-on-delivery are genuinely wanted and paid for immediately with the right cash. It lowers their return rate and reduces the costs associated with shipping back and forth.
Orders are delivered faster by shipping alternative SKUs
Because of the high demand for Balance Nutrition's products, they occasionally found themselves out of stock, which held orders until the SKU was back in stock. This led to longer waiting times for their customers.
With the SendNet App, however, Balance Nutrition discovered they could automatically ship an alternative SKU when a stockout occurred.
The team found this feature especially useful because many of their SKUs are the same supplements with a different language label. If an Italian customer ordered a hair supplement that was out of stock, for example, Balance Nutrition could send them that supplement with an English label instead.
Their customers were happier with a label in an alternative language than with waiting longer for the product. This reduced the potential drop in customer satisfaction when facing a stockout and meant their customers could receive the product they wanted as quickly as possible.
A successful partnership
The partnership with SendNet has helped strengthen Balance Nutrition's reputation as a reliable brand in the supplements industry, and delivers a smoother, more satisfying shopping experience for all its customers.
With the support of the SendNet App, Balance Nutrition is ready to take on the challenges of an ever-changing market, with customer satisfaction and wellbeing front and centre.
