With this acquisition, Sendcloud says its end-to-end shipping platform is improved, enabling smarter shipping choices and proactive customer experience management.
Monetising shipment data
Customers want real-time access to the status of their package throughout the delivery process in the current competitive e-commerce environment.
According to a recent survey by Sendcloud and Nielsen (2023), 20 per cent of customers had to adjust the delivery time or location after getting the initial tracking message, and 9 per cent of customers did not receive their purchase on the planned date.
This is where Tracey steps in.
Founded in 2019, Tracey helps merchants to make smarter shipping decisions and proactively manage customer expectations by using patented predictive algorithms that outperform industry norms for package monitoring.
This results in converting even unforeseen delivery difficulties into a good experience.
Every year, the company claims to transform data from over 25 million shipments into insights that increase customer satisfaction and delivery performance while lowering total shipping costs.
Sendcloud aims to solve shipping
With the acquisition of Tracey, Sendcloud has added a variety of data features, such as near-real-time parcel monitoring, carrier performance benchmarking, and AI-based delivery forecasts to its end-to-end shipping platform.
Rob van den Heuvel, founder of Sendcloud, says, “We believe exceptional shipping experiences are the key to success for e-commerce businesses. However, achieving this at scale becomes increasingly complex when working with multiple carriers, offering flexible delivery options, and catering to customers in different countries.”
“That’s why we are excited to welcome Tracey, allowing us to provide online retailers with the best parcel monitoring and benchmarking solution out there.”
Tracey founder Huib Adriaans adds, “Most parcel shippers are fully focused on processing their orders, leaving the valuable shipping data untouched. Our shipping intelligence helps surface that value and drive the best delivery experiences with data.”
“With the huge shipping volumes processed by Sendcloud, we are able to accelerate the product roadmap, offer more accurate benchmarking, and improve our predictive delivery models. We are truly excited to join the Sendcloud team,” adds Adriaans.
Helping merchants manage client interactions proactively
According to DigitalGenius, retailers who fail to tell their consumers proactively fear an influx of “Where is my order?” (WISMO) queries, which account for up to 36 per cent of all customer care calls in 2023.
The long-term impact of poor customer service is even more obvious when you realise that over 60 per cent of consumers will stop purchasing from a firm after a single bad encounter (Zendesk, 2022).
Carel van Boetzelaer, CEO of Tracey Customer, World Wide Lighting, mentions, “Over the last year, we have seen a 35 per cent decrease in ‘Where is my order?’ questions, while 9 out of 10 customers say they appreciate proactive delivery communication.”
As the merger process gets underway, both companies aim to provide a positive experience for customers, workers, and stakeholders.
Customers will benefit from Tracey’s ability to be used as a standalone solution or in conjunction with Sendcloud’s expanded offering.
Brief about Sendcloud
Founded in 2012, Sendcloud is an all-in-one shipping platform for ecommerce businesses. The platform makes it possible for merchants, online marketplaces, and fulfilment firms to grow their shipping operations and provide “exceptional” shipping experiences.
Sendcloud offers branded tracking, a simple return procedure for both customers and companies, and checkout optimisations to assist online retailers save delivery time and enhancing conversion.
Currently, the company is trusted by 25,000 businesses across Europe. “Everyone should be able to scale internationally, it’s not a privilege to huge enterprises. That’s why we are on a mission to make shipping as easy as possible and to turn it into a competitive advantage!” says Sendcloud.