A Narvar partner since 2020, Davines Group utilizes many elements of the Narvar platform, including the signature Track solution.

Faced with challenges as they tried to meet shopper expectations throughout the post-purchase journey, Davines worked with Narvar to enhance their order tracking capabilities, including: 

• Order updates 
• Shipping confirmation 
• Estimated delivery dates 
• Notices of in-transit delays 

“We were experiencing a high volume of WISMO inquiries,” says Dominika Lis, Ecommerce Coordinator at Davines. “It was tough to communicate with customers if there were shipping or fulfillment delays, which made it challenging to nurture customers, earn their trust, and give them the white-glove treatment people expect from the Davines brand.” 

WISMO Slides by -22%

With the support of Narvar, Davines noticed an immediate improvement in their post-purchase offering, and “‘Where is my order?’ inquiries dropped by more than 20% in just a few weeks.

“Narvar made it possible for us to reduce WISMO by proactively identifying order-related issues and displaying real-time tracking updates to customers by email and SMS. It lets us get in front of every disruption, which puts our customers at ease—they know we’re on it,” says Lis. 

“It was tough to communicate with customers if there were shipping or fulfillment delays, which made it challenging to nurture customers, earn their trust, and give them the white-glove treatment people expect from the Davines brand.” 

Dominika Lis - Ecommerce Coordinator at Davines

Track turns one-time shoppers into repeat customers

Beyond mitigating WISMO, Narvar is helping Davines turn one-off buyers into brand loyalists. With the help of the Track's marketing feature, the brand creates customized marketing materials to keep customers engaged, making it easier to drive them back to product pages via special offers, refer-a-friend promotions, and suggested purchases.  

“You can easily upload and swap different marketing assets within Narvar’s platform, which is extremely helpful with seasonal campaigns or new product launches. Adding a new asset takes less than 30 seconds, and you can schedule publishing in advance, which makes life extremely convenient," says Lis.

Thanks to Narvar, Davines customers benefit from the most up-to-date information possible for their orders. They can easily track shipments at every step of the fulfillment journey, making the online shopping experience genuinely convenient.

“You can easily upload and swap different marketing assets within Narvar’s platform, which is extremely helpful with seasonal campaigns or new product launches.” 

Dominika Lis - Ecommerce Coordinator at Davines

‍