Abercrombie & Fitch Improves hold rates by 53% with Loqate

Abercrombie & Fitch Co. is an American lifestyle retailer, founded in 1892. They are known world-wide for their casual, All-American clothing with laidback sophistication. As a global business, Abercrombie & Fitch deliver their products to millions of customers around the world.

Not only was it causing friction for the customer, but also friction in our operations since we had people manually reviewing those addresses.

Abercrombie & Fitch

Challenge

Abercrombie & Fitch has been utilizing Loqate’s type-ahead addresses capture solution at checkout since 2018, ensuring a seamless customer experience from time-of-order to time-of-arrival. However, with Capture only targeting new customers, existing customers with previously saved bad addresses would have their order put on hold for a manual review. Same went for customers shopping through alternative channels, or those who chose to bypass Loqate’s type ahead address capture and manually enter their information.

This created a time-consuming manual review process for the Abercrombie & Fitch team who had to sort through an abundance of checkout holds, many resulting in order cancellations. 

Abercrombie & Fitch saw an opportunity to eliminate the manual system through changing the way they were approaching bad addresses. They recognized, in order to reduce holds, improve customer checkout times, and streamline operations, they needed an automated verification system before any online order is processed.

Solution

Through introducing Loqate Address Verification paired with Capture, Abercrombie & Fitch’s customer data journey became streamlined with a unified solution reducing address input time and holds. 

Loqate Address Verification corrects and enriches address data to the highest level of precision, globally and at scale. From the moment the data enters a business, Loqate’s backend capabilities ensure that all data is correctly parsed and verified, maintaining the integrity and accuracy of any address database.
With Loqate’s real-time verification technology, Abercrombie & Fitch is able to improve data quality of pre-saved and manually entered customer data. Loqate will correct, enrich, and validate with unmatched precision before it’s sent to their logistics and transport teams and saved to their database. 

Result

Through introducing Loqate Address Verification, hold rates decreased by 53% and cancellation rates due to undeliverable packages decreased by 51% with Loqate; furthering customer confidence with more accurate and timely deliveries.

Through reducing the number of holds, the Abercrombie & Fitch team was able to allocate the time spent manually reviewing each order on hold, to more impactful projects. 

In addition, Abercrombie & Fitch was able to improve customer check out times, accuracy in deliveries and operational efficiency, ensuring customer satisfaction at every step of the customer journey with Loqate.