Harman faced undeliverable packages, inconsistent checkout validation tools and friction caused by mismatched address capture and verification systems across regions.
Harman International streamlines global ecommerce checkout and eliminates delivery issues.
Harman International Industries, Inc., commonly known as Harman, is an American audio electronics company. Since 2017, the company has been operating as an independent subsidiary of Samsung Electronics. Harman operates its global ecommerce checkout on Salesforce Commerce Cloud (SFCC).
Challenge
Solution
Harman implemented our Capture and Verify solutions for unified frontend address lookup with backend validation and front-end validation and end validation and meet strict global formatting requirements.
Result
Manual order corrections dropped over 80%, global delivery accuracy improved and shipping NPS increased to a 12 point increase year over year.
Challenge
Harman struggled with undeliverable packages, checkout friction and inconsistent address validation. Their previous setup often produced conflicting suggestions. This created cart abandonment, bad delivery outcomes and a growing customer service burden across the US and Europe.
Solution
Harman unified its global checkout experience by implementing our address capture and verification technology. Our solution provided accurate frontend address suggestions and fully atomized address components, which is essential in regions like Europe, where carriage formats and house number structures vary widely.
Our technology also resolved a major pain point: incorrect addresses submitted through express payment providers like Apple Pay, PayPal or Klarna. With our verification capabilities, Harman could automatically correct or standardize these addresses, reduce failed deliveries and support escalations.
Since implementing GBG Loqate’s Capture and Verify solutions, our checkout experience has become noticeably smoother for customers across every region. It’s helped drive higher conversion and dramatically improved first‑time delivery success.
- Julian Charnas, Director of Digital Commerce, Harman International
Results
Harman experienced rapid and measurable improvements:
- Manual order corrections dropped from 1.8% to <0.3%
- Shipment NPS increased 8–12 points YoY, with a 4point yearend improvement
- Delivery errors declined dramatically
- European address format requirements were fully met
- Customer service workload fell due to fewer address-related related issues
Harman now uses our technology to ensure all addresses (whether entered manually or passed through express checkout tools) are accurate, complete and compatible with regional carrier requirements.
Explore Loqate products...
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Verify
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