Kilpi: Number of Undelivered Parcels Decreased by 44% Thanks to Retino Tracking

About the Kilpi brand

Kilpi is a premium sportswear brand with an e-shop that ships tens of thousands of parcels annually. Kilpi is actively expanding throughout the EU – alongside key markets like the Czech Republic, France, and Italy, it is now entering the German, Dutch, and Slovak markets.

Challenges

Kilpi has long built its business on customer loyalty. But despite a fine-tuned purchasing process, they lacked control over what happens after an order is shipped.

• Approx. 2.3% of uncollected parcels each month
• Lack of control over parcels after shipment
• No alerts for impending parcel returns
• Reactive problem-solving

Kilpi struggled most with uncollected parcels and a lack of notifications that would inform customers in time to pick up their parcel. Before implementing Retino Tracking, 2.3% of parcels were returned each month.

In addition, Kilpi also dealt with problematic parcels and "Where is my package?" inquiries. As soon as a parcel was lost or went astray, customers would call customer support. Problematic parcels were most common with B2B shipments, which crossed borders and then showed no activity for several days.

Solution

For several years, Kilpi has been using Retino Returns – a solution for returns and claims. And the new Retino Tracking service was a real lifesaver.

At Kilpi, a large portion of parcels go to parcel shops, so it's very important to remind customers not to forget their parcel and to pick it up on time. Automatic extension of the collection period and notification emails were therefore a clear choice.

Benefits

• 44% reduction in uncollected parcels
• Saving of 550 CZK (costs + marketing) for each newly collected parcel + retained revenue
• 7% year-on-year increase in NPS thanks to Retino services
• Time savings for customer support

After implementing the Retino Tracking service, the Kilpi e-shop recorded a significant improvement in parcel deliverability, i.e., a 44% reduction in uncollected parcels. For Kilpi, Retino Tracking was an investment with an immediate return and brought noticeably higher revenues.

At the same time, the Kilpi team now has an overview of problematic parcels before the customer reports them. This allows them to prevent negative experiences and proactively resolve issues before they escalate. This proactivity led to reduced pressure on customer support and also resulted in a 7% year-on-year increase in customer satisfaction. According to Kilpi, the 7% increase in NPS was also influenced by Retino Returns, which they have been actively using for their returns and claims for some time.

Implementation

Thanks to the connection from the Returns and Claims module, no further integration was needed. Within moments, Retino Tracking was up and running, immediately alerting them to problematic parcels and automatically sending notifications.

How much can your e-shop save thanks to better deliverability?

Calculate how much you can earn per month thanks to Retino Tracking.

Do you ship, for example, 2,000 parcels per month? If 2.3% of them remain uncollected, similar to Kilpi's case, you are losing tens of thousands of crowns monthly.

Retino Tracking reduces undelivered parcels by up to 44% – that is:

• 20 saved parcels per month (for 1,000 shipped parcels)
  
• 3,000 CZK saved on costs (shipping + handling)
  
• 32,000 CZK in revenue with an AOV of 1,600 CZK
  = 35,000 CZK per month and over 420,000 CZK annually
  

The cost of Retino Tracking for this volume of parcels is approximately 700 CZK per month, making it an investment with an immediate return.