On was born in the Swiss Alps out of a simple but powerful idea: create a running shoe that feels like you're “running on clouds.” Fast-forward to today, and On serves more than 7 million customers worldwide, delivering award-winning footwear and apparel to elite athletes and everyday adventurers alike.

From Olympic medals to a collaboration with tennis legend Roger Federer, On has always prioritized performance, innovation, and customer delight. But as their global footprint expanded, so did the complexity of post-purchase operations.

Post-Purchase Becomes a Global Differentiator

For a brand built on precision and performance, On recognized that the post-purchase experience was now a critical battleground for consumer loyalty and business growth. That’s why they partnered with Narvar—the #1 platform for intelligent personalization “Beyond Buy”.

“We fulfill in many countries and in many languages, so we always have to make sure that the communication is really customized.”‍

Verena Strunk-Wenzl, Global Head of Customer Experience

Narvar’s platform gave On the intelligence and flexibility to meet rising customer expectations at scale—without overloading their support team.

Driving Revenue Growth with Narvar Promise

At the heart of On’s transformation was Narvar Promise, which delivers 95%+ accurate estimated delivery dates (EDD) at checkout—powered by IRIS, Narvar’s machine learning engine trained on billions of data points.

With Promise:

• On improved checkout conversion by delivering transparent delivery timelines
  
• Customers receive localized emails based on region, language, and carrier logic
  
• The team can dynamically display delivery dates based on fulfillment conditions and shipping methods
  
  

“We can show a different date to a different customer based on the shipping method they chose—and the email is in their local language.”

Reducing Support Volume While Elevating CX

By streamlining how order status and delivery updates are communicated, Narvar helped reduce WISMO inquiries—giving On’s customer service team more time to focus on high-value interactions.

“We want to create a very easy, self-service experience where the customer can get whatever they need, right from the website.”

From pre-purchase to post-delivery, Narvar powers a consistent, data-driven customer journey that supports On’s global ambitions—without compromise.

Built for Scale, Powered by Intelligence

Whether optimizing fulfillment operations across continents or simplifying returns and exchanges, On uses Narvar to:

• Drive revenue through AI-powered delivery promises
  
• Protect margins by reducing avoidable contacts and missed deliveries
  
• Enhance trust and satisfaction through proactive, personalized communications
  
  

“Through Narvar’s products, we can differentiate ourselves and deliver an experience that feels just as premium as our products.”

With Narvar, On isn’t just delivering shoes—they’re delivering confidence, clarity, and connection at every step of the customer journey.

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