How Aim’n reduced returns from pick-up points by over 50% with Wismotion
Aim’n, a Swedish activewear brand for women, has a clear mission: to empower women worldwide and inspire them to follow their dreams. Founded by two women, Aim’n operates from Halmstad, Sweden, and New Zealand. Since the start, Aim’n has grown rapidly and now generates an annual revenue of approximately SEK 400 million, reaching customers around the globe.
Challenges
Aim’n has always focused on giving its customers a smooth shopping experience, but they haven’t had full control over the delivery and managing deliveries after packages left the warehouse. This was a major challenge. The company lacked an easy, comprehensive view of what happened during the delivery, particularly in the last-mile phase. Tracking and monitoring deliveries in real time was inefficient since the team was forced to switch between multiple carrier tracking sites to gather the necessary information.
These limitations resulted in longer customer service inquiries and a reactive approach to handling delivery issues. For a fast-growing brand like Aim’n, where each delivery is a chance to build a strong customer relationship, finding a complete solution that allows real-time visibility was important to help the company shift toward a faster and more proactive approach.
Additionally, with more deliveries going to pick-up points and parcel lockers, the number of uncollected packages grew – which meant lost sales and extra handling costs.
Reduced returns from pick-up points
Solution
To address these challenges, Aim’n implemented Wismotion’s solution, which provided them with full visibility and control over their entire delivery chain. By integrating Wismotion with the IMI warehouse and delivery management solution, Aim’n could track every delivery in real-time, from when the order was sent to the warehouse until the final delivery to the customer, regardless of the carrier.All data was brought together in a single platform, eliminating the need to switch between different carrier tracking sites to track and monitor all their deliveries.
“Wismotion has given us better visibility and transparency in our deliveries. It has saved a lot of time by no longer requiring us to navigate between different carrier tracking sites to monitor deliveries,” says Anders, COO at Aim’n.
A key feature of the Wismotion platform was the way to streamline last-mile deliveries, allowing Aim’n to quickly identify and address issues. Automated communication with both customers and carriers was also an essential part, being able to reduce the number of customer service inquiries and enabling a more proactive approach. With better visibility into the delivery chain, there was an opportunity not only to address issues faster but also to inform customers proactively about any changes or delays, which in the end contributes to an improved customer experience.
"Wismotion has given us total control over our deliveries and allowed us to be proactive with our customer service.”
Anders Gustavsson
Results
After implementing Wismotion’s platform, Aim’n quickly noticed positive changes. With a centralized platform offering real-time visibility across all deliveries, they could act proactively and manage potential issues before they affected the customer experience. What was previously a challenging and time-consuming process – with the team navigating between different systems and reactively solving customer inquiries – was transformed into an efficient, streamlined process that delivered significant value to both customers and the company.
Here are 3 benefits Aim'n got from using Wismotion:
• Over 50% reduced returns: Thanks to the introduction of automated reminders for packages waiting to be collected, Aim’n reduced returns from pick-up points from 1.4% to 0.7%.
• ≈ 25% fewer customer service inquiries: The number of WISMO (Where Is My Order)inquiries decreased by about 25%, freeing up time and resources for customer service and creating opportunities for a more proactive approach.
• Improved delivery visibility: With all tracking data in one place, Aim’n can track deliveries in real-time and make more data-driven decisions.
By using Wismotion’s solution, Aim’n has met the growing demand for faster and more transparent delivery, resulting in fewer returns – one of e-commerce’s biggest challenges. “Working with Wismotion has worked very well. Their team didn’t just deliver a solution that fit our needs; they’ve also been responsive and proactive throughout the process. We feel confident with their quick and reliable support,” says Anders, COO at Aim’n.
Download the full customer story here:
✅ English version – click here to download
✅ Swedish version – click here to download
The solution
Real-Time Transportation Visibility
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Delivery Experience Management
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Service Quality Analysis
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