Black & Black implemented Narvar Track + Notify for Molton Brown and integrated it into the Molton Brown SAP ERP back office system.

Powering Products & Attributes from Complex to Captivating

Molton Brown faced a lack of real time order tracking and hence their customer service team would get inundated with WISMO (where is my order) queries.

To reduce WISMO queries to their Customer Service team, Molton Brown partnered with Black & Black and Narvar to simplify order tracking and proactive customer communication. Read the success story here.

"One of the main challenges we faced within our overall delivery experience was the lack of detail (real-time) order tracking."

- Jody Butler, Customer Experience Manager at Molton Brown.

Black & Black helped the Molton Brown team identify Narvar Track + Notify as a solution that could help them provide an enhanced post-purchase experience. Narvar Track + Notify provided a solution that proactively connects with customers about the status of their delivery.

In particular, Narvar’s “self-serve” tracking link is helping Molton Brown reduce complaints and overall contact volumes around the subject of fulfillment. This, in turn, is allowing their brand to better align with industry standards and be more effective in delivering an elevated customer experience. 

“WISMO queries featured at a very high ranking in our Top 10 contacts month-on-month,” said Jody, “[but] we can share that for the past three months WISMO has not appeared in our Top 10 contacts at all. This is a really good achievement.” Source: Narvar.

Molton Brown Utilizes Narvar to elevate their post-purchase experience.