Case studies

Olivie: Up to 67% Fewer Undelivered Shipments Thanks to Retino Tracking

Olivia's experience shows that implementing the new tool brought significant benefits: a reduction in the number of undelivered shipments, saving tens of hours of work per month, increased customer satisfaction, and noticeable cost savings.
Olivie: Up to 67% Fewer Undelivered Shipments Thanks to Retino Tracking

About the Olivie E-shop

Olivie is a family jewelry business that grew from a garage operation to one of the TOP 10 largest jewelry retailers in the Czech Republic and Slovakia. It was founded in 2017 by Martina Sluková and her son Lukáš, who now manages the company. They specialize in silver and gold jewelry, emphasizing original design, fast delivery, and top-notch customer service.

Challenges

  • Approximately 3% of uncollected shipments every month.
  • Lack of data for evaluating carrier quality.
  • "Where is my parcel?" inquiries took 45–60 minutes daily outside of peak season, and several hours during peak season.
  • Delivery issues handled through carrier interfaces, reactively and inefficiently.
  • Missing the ability to proactively respond to delays and prevent customer dissatisfaction.
  • Olivie did not track shipments to customers. If an inquiry came in, they had to look up the shipment in the carrier's administration. Customer support was often overloaded.

Solution: Retino Tracking

Implementation took literally "a few clicks" and required no changes to the e-shop's processes.

"We had experience with other tools, but Retino Tracking attracted us with its easy automatic customer communication and notifications about impending storage period endings. We also liked the data acquisition for communicating with carriers. Furthermore, we had positive experiences with Retino for returns and complaints, which save a lot of work daily."

Mgr. Lukáš Sluka, MBA, CEO of Olivie

Benefits and Results

  • Reduction in the number of uncollected shipments by 67% → savings of approximately 10–15,000 CZK per month.
  • Data for selecting and negotiating with carriers → savings of at least 9,000 CZK per month.
  • 50% fewer support inquiries → savings of up to 50 minutes per day (16–20 hours per month outside of peak season).
  • Transparency and a complete overview of shipments in a single interface.
  • Data for carrier selection and an improved customer experience.
  • Time and stress saved internally across the entire team.

Greater transparency has been achieved throughout the shipping process, which customers appreciate. Additionally, Olivie now has the necessary data for better and greater control over shipment transportation. The excellent news is that customer support currently handles shipping inquiries for a maximum of 5-15 minutes per day.

Results of Retino Tracking Implementation
Results of Retino Tracking Implementation

“Thanks to Retino Tracking, we have access to data that e-shops typically don't. We're creating more marketing activities and have already negotiated cheaper shipping. However, this is just the first successful negotiation, and we'll build on it. Furthermore, we're getting great feedback from customers on Retino Tracking – they often say that 'they haven't experienced such clear and transparent delivery before'.”

Mgr. Lukáš Sluka, MBA, CEO of Olivie

Recommendation – Why It's Worth It

  • If your e-shop deals with uncollected shipments, repetitive tracking inquiries, or you feel that customers "don't know what happens after dispatch," Retino Tracking can quickly change the situation.
  • Features like automatic notifications, extended storage periods, and a unified shipment overview allow you to react sooner and reduce stress for both customers and your team.
  • Data on carrier performance can put you in a position to negotiate more favorable terms, optimize shipping offers in the cart, and better plan warehouse operations.

Do you also want to improve delivery?

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