Paul Smith

Paul Smith Unlocking Revenue with Ingrid’s Delivery Experience Platform

A Seamless, Omnichannel Makeover for Scaling Globally

Overview

Paul Smith, known for its impeccable tailoring and eclectic style, embarked on a transformative re-platforming project, similar to getting a new suit perfectly fitted for the future. With the help of Ingrid and Centra, the brand streamlined its operations, unlocked hidden revenue, and prepared itself for the next era of retail.

Challenge

As Paul Smith expanded globally across key markets like the UK, Europe, and North America, their fragmented systems began to show cracks. With multiple home-built solutions, patchwork of systems, and outdated tools for shipping and label printing, the inefficiencies piled up. 

One of their biggest problems was stockouts online due to a wide but not deep enough inventory. Paul Smith often had items in their physical stores but couldn’t offer them online due to lack of system integration, leading to missed sales and hence lost revenue.

Solution

Paul Smith needed a solution that would integrate shipping, returns, tracking and customer experience into one cohesive, seamless platform. Here’s how Ingrid Delivery Experience Platform, helped to fit Paul Smith with the a solution that enabled them to work with:

  • Dynamic Delivery Promise: Offering consumers convenient deliveries that fit their lives by using Ingrid Transport Management and Delivery Checkout increases conversion. Automated booking rules, carrier filtering, postcodes and product availability make sure that the most price efficient delivery option is displayed for consumers.
  • Experimenting with delivery offering: Ingrid Delivery Checkout enables Paul Smith to experiment with their delivery offering, finding the right balance between conversion and cost of delivery.
  • Full-inventory access: By integrating Ingrid Delivery Checkout with In-store Management, Paul Smith could tap into local store inventory to fulfil online orders. Whether it’s home delivery or click-and-collect, customers now have access to the entire inventory without the limitations of fragmented systems.
  • Proactive post-purchase tracking and messaging: Ingrid’s post-purchase offering reduced "Where is My Order" (WISMO) inquiries, providing customers with transparency and a better post-purchase experience on par with the brand by integrating Ingrid Tracking Notifications with Klaviyo.
  • Flexible Returns management: Returns, exchange and complaints processes are now smooth and quick with Ingrid Returns self-service portal, helping Paul Smith turn around items faster and decrease operational costs.

Results

This replatforming project - similar to fitting the brand with a new suit(e) for long-haul global travel - allowed Paul Smith to confidently step into the next era of retail. By unlocking local store fulfilment and using the full potential of the Ingrid delivery experience platform, Paul Smith:

  • Increased weekly revenue by 10% per store, from missed sales
  • Generated an overall seasonal revenue increase by utilising in-store stock for online sales
  • Improved overall customer experience, enabling faster shipping and more delivery options
  • Reduced tech stack complexity leading to lower cost of IT and infrastructure

Now, Paul Smith is poised for further growth, with plans to introduce loyalty programs and next-day delivery options, all built on the foundation of a unified, flexible delivery platform provided by Ingrid.

Tailored for Success

"Before Ingrid we spent a lot of time managing carrier integrations and vendors, building the missing parts ourselves. Now we have all the tools needed to be self-reliant and quickly make the changes needed to meet customer expectations of a seamless shopping experience. On the internal side, we can put our resources into more proactive and productive tasks."

Hannah Bennett
Head of Digital at Paul Smith

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