Supporting health and beauty across the globe

For a company that ships worldwide, getting the correct customer contact data is vital. However, with variations in address formatting, language barriers and data decay at play, accurately locating and connecting with Piping Rock’s global customers was complex.

“Our past address verification was only domestic, so we wanted to expand that address verification functionality with Loqate and add phone and email because they’re an essential part of the global purchasing experience. Being able to reach the customer is half the battle, especially when dealing with duties, customs and all the taxes that can change depending on what country you’re buying from or shipping to,” says Steve.

Loqate’s type-ahead predictive technology made it easy for users to search and populate their physical address, phone, or email address details into the necessary form fields. By correcting errors in real-time, Piping Rock lowered failed and missing deliveries and reduced global customer frustration.

Having a direct line to the customer

Customer relationships are built on trust. Knowing that one inaccurate address, wrong email, or invalid phone number could shatter customer loyalty, Piping Rock ensured they had the right tools to prevent failure.

“We were getting dozens of emails daily from our carriers to verify whether we have contact information for specific customers. We would try to reach out and get no response. That led to customs delays and returns. In the worst-case scenario, they would destroy everything at customs because they didn’t offer returns. Then we lose the product, we lose the customer, and we lose our cost of shipping it there.” says Steve.

Loqate’s Email Validation allow Piping Rock to verify whether an email is input correctly, if it exists, and if it can receive incoming mail. Phone validation seamlessly checks the validity of phone numbers for every country in the world in minutes.

“With email validation, we prevent packages from getting held in customs without customers being aware that they’re available for pick up. Phone validation is important to us for two reasons. One is the customs clearance process, and two, the ability to validate that it’s a real working phone number, and also which type of phone number it is so that we can start amassing a list for SMS marketing.”

There’s a lot at stake with being able to reach the customer. We wanted to stop the relationships with new and returning customers from being ruined.

- Steve Garofalo, Digital Product Owner at Piping Rock