Beauty & Retail· Case Study
Sephora has set the standard for the beauty industry worldwide with millions of loyal customers. Managing customer experience at scale is at the forefront of the brand's priorities.
5
Fulfillment centers across the region
50+
Stores with the highest footfall in the industry
30k+
Deliveries per month
CHALLENGES
Sephora runs a large fulfillment network across the region, having to deal with complex inventory management processes and various shipping partners to fulfill customers' needs. Managing a distributed operation at scale requires automation and attention to detail to build a consistent customer experience.
Beauty customers are demanding and shipping cosmetics entails management of dangerous goods and temperature sensitive deliveries which can cause delays. Setting a unique customer expectation and meeting that promise is a challenge that requires real time monitoring and advanced customer engagement throughout the last mile delivery process.
SOLUTION
Sephora implemented Carriyo in tandem with its Order Management System, creating an integrated inventory management and fulfillment execution workflow across its fulfillment centers.
Sephora also implemented automatic customer notifications via SMS to keep customers informed of their order status and effectively manage customer expectations.
Although Sephora uses more than 10 different shipping partners, it can control all of its shipments from a single dashboard and unify the shipment tracking experience of its customers.
“We've never had this visibility over our last mile activities before. Now we can measure our fulfillment performance accurately and in near real time, allowing us to deliver our customers an even better experience.”
Oliver White
Head of eCommerce, Sephora
RESULTS
The results that Sephora has realized from the implementation of Carriyo as part of its omnichannel stack are huge. Shipping operations have been fully automated accelerating order delivery service levels.
Monitoring and alerting of shipment statuses in real time also allowed the team to improve delivery efficacy and improve successful delivery rates. Finally, Sephora was also able to increase customer engagement by using triggered notifications, offering a custom tracking experience and enabling new service options (Ship from Store).
30%
Reduction of customer service calls within the 1st month of deployment
1
Unified shipment tracking experience for all customers
200%
Increase in shipping volume