Poor address data presents a major business challenge for Rotita, causing high number of orders to be delayed and a low delivery success rate. As a result, Rotita was losing over $100,000 in revenue each year and facing a poor customer experience.
How Rotita cut order holds by 51% and cancellations by 43% with GBG Loqate
Rotita is a leading fashion brand established in 2009. Committed to offering the most exciting and edgy apparel to customers worldwide, Rotita launches over 400 new products each week to meet demand for the latest styles at attractive prices. Rotita makes fashion accessible so every woman around the globe can build the wardrobe of her dreams.
Challenge
Solution
Rotita integrated GBG Loqate’s Address Capture to ensure customers enter accurate addresses at the point of entry that meet the specific postal requirements of each country.
Result
Rotita successfully reduced order hold rates by 51% and lowered order cancellations due to undeliverable addresses by 43% after implementing Capture.
Challenge
Rotita has always prioritized providing a seamless customer experience from order to delivery. However, their system was only capable of verifying new customer entries, leading to issues with orders from existing customers with incorrect addresses, purchases through other channels, or manually overridden addresses that required manual review.
This backlog of checkout holds made the process labor-intensive for the Rotita team and led to an increase in order cancellations. Recognizing the operational inefficiency, Rotita realized the need to improve its approach by adopting an automated pre-processing verification system, which was crucial for reducing holds, accelerating checkout, and streamlining their operations.
Solution
By integrating Loqate's Address Capture, Rotita streamlined its entire customer data journey with a unified solution. This integration not only reduces address input times and reduces order holds but also ensures global address data is corrected and enriched to the highest accuracy.
Using Loqate's real-time verification technology, Rotita enhanced the quality of both pre-saved and manually entered customer data. Every address is corrected, validated, and enriched before being stored in the database and sent to logistics and transportation teams, ensuring the integrity of address data from the point of entry.
Result
The implementation of Loqate Address Verification successfully achieved a 51% reduction in order hold rates and a 43% decrease in cancellations due to undeliverable shipments, enhancing customer trust through reliable and timely deliveries.
Subsequently, the decrease in manual reviews has allowed the Rotita team to focus more on higher-value projects instead of routine order checks. This integration also speeds up the customer’s checkout process, improves delivery accuracy, and optimized operational efficiency, providing a superior customer experience and buyer journey.