How Proteinbolaget reduced returns by 40% with Wismotion
Proteinbolaget is a Swedish e-commerce company specializing in nutrition supplements, workout clothing, and health products. The company targets everyone from fitness enthusiasts and active athletes to people looking to create space for an active lifestyle in their daily routines. Founded in 2012, Proteinbolaget has grown rapidly thanks to its wide product range and strong online presence. They have evolved from a small basement project to a leading player in e-commerce for supplements and fitness products.
Challenges
Despite Proteinbolaget’s impressive growth, the company faced a challenge: Customers were not collecting their packages from the service point.This led to consequences that risked hampering the company's development. Adam explains the situation: "Our biggest challenge was that many customers weren't collecting their packages.This created a chain reaction of problems affecting everything from economics to customer satisfaction."
This led to:
• Increased freight costs for returns
• Capital tied up in goods that never reached the end customer
• Inefficient use of resources in logistics and warehouse management
Furthermore, the situation was complicated by fragmented communication, where customers received information from different carriers and platforms, which made the customer journey worse and increased the workload for customer service. "We realized we needed a comprehensive solution that could address all these challenges simultaneously," adds Adam. "That's where Wismotion came into the picture."
Reduced returns
Solution
The implementation of Wismotion, integrated with Ongoing WMS, marked a turning point for Proteinbolaget. This centralized platform for delivery communication and order management offered an integrated solution that directly addressed the company's most pressing needs.
1. Centralized communication: All delivery information is now gathered in a single platform, reducing confusion and improving the customer experience. Customers can now track their packages directly on Proteinbolaget's website, a feature that increases customer engagement and strengthens the brand.
2. Improved customer service: By gathering all deliveries in one platform, customer service can get a complete overview of all deliveries, regardless of carrier. This has streamlined case management and resulted in faster and more precise responses to customers.
3. Proactive messaging: Adam explains: "With Wismotion, we can now keep our customers informed about delivery status through automated updates. This has not only increased customer satisfaction but also notably reduced the number of inquiries to our customer service."
"Wismotion has not only solved our logistical challenges, it has also helped strengthen the relationship with our customers."
Adam Örnberg
Results
The implementation of Wismotion has led to several improvements that have positively impacted Proteinbolaget's operations. These results include several key areas and have had a noticeable impact on the company's efficiency, customer satisfaction, and profitability.
• 40% reduction in return rate: This reduction has had a direct and positive impact on the company's profitability. Adam comments: "This reduction has been crucial for our operations. It has not only saved us money but also improved our environmental impact."
• Cost savings: Fewer uncollected packages have resulted in lower shipping costs and reduced capital tied up in returns. Adam notes: "These savings have been significant and have allowed us to reinvest in other parts of the business."
• More efficient customer service: With access to centralized information, they can now offer faster response times and more detailed delivery information. This has resulted in a reduction in customer complaints related to deliveries and tracking.
• Proactive customer communication: By automatically keeping customers informed about package status, Proteinbolaget has been able to reduce the number of customer-initiated contacts. This has not only relieved pressure on customer service but also increased customer satisfaction by giving customers a sense of control and transparency.
• Improved customer experience: "Everything is now in one place," says Adam, highlighting the smoother customer journey from order to delivery. The unified experience now happens via Proteinbolaget's website instead of various tracking pages, which strengthens the customer experience.
Download the full customer story here:
✅ English version – click here to download
✅ Swedish version – click here to download
The solution
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