eJam Uses TrackingMore to Improve Their Customers’ Referral Rates by 13%
13%
Higher customer referral rates
17%
Improved email open rates
When John and Paul founded eJam, they envisioned an online marketing leader that would enable brands to create a lasting impression online while delivering exceptional customer service.
The company grew from just a marketing agency to include a proprietary network of more than 100 manufacturers and over 125 in-house developed products. eJam has more than a million square feet of distribution center space globally.
Combine this with a team of 300+ members in six continents, and eJam is the go-to option for e-commerce brands looking to gain a competitive advantage on popular marketplaces like Amazon, Facebook, and Shopify.
Like any other top brand, eJam prioritizes the customer experience and continually explores new ways to ensure its clients and their customers enjoy the best experience. In a bid to enhance this experience, eJam looked for ways to optimize service delivery and engage customers more.
Shipment tracking rose prominently as an area where a market-leading partner like TrackingMore could help eJam improve the brand's value by providing more visibility and real-time tracking data.
Despite experiencing rapid growth since its founding, eJam was looking for a way to revitalize some of its operations, some of which were a huge stumbling block to the customer experience.
As eJam COO Mike Ponzillo explained, "The customer experience is our number one priority, but it was clear that we were facing some challenges in our bid to fulfill our promise for an excellent experience.”
Some of the problems that eJam's team noted and which needed the implementation of an API-based shipment tracking solution included the following.
Shipping goods globally requires an elaborate shipment tracking solution that can give a glimpse into the delivery stages the package has gone through. The absence of a tracking solution for eJam's clients resulted in more end customers reaching out to customer support with concerns about delayed and uncertain deliveries.
As part of eJam's two-pronged marketing approach, the company uses a proprietary technology that tracks data across all channels. Without a shipment tracking API, obtaining comprehensive data on the customer journey, especially the post-purchase experience, became blurred. This made it difficult to derive useful insights.
The lack of a shipment tracking solution hindered eJam's ability to engage customers' post-purchase potential. As a performance-based online marketing and advertising platform, this further limited eJam's ability to deliver exceptional ROI for clients.
Since the company did not have an elaborate way of engaging the customers post-purchase, much of its marketing messages were generic at this purchase stage. eJam was missing the opportunity to provide a personalized experience through marketing messages based on customer purchase history.
TrackingMore allows users to create branded tracking pages and set up custom email and SMS notifications that inform customers about their expected packages. These features were among the main attractions for eJam's team when deciding to integrate TrackingMore.
Shortly after integrating the tracking solution, eJam almost instantly noticed positive changes, including the following.
Before implementing TrackingMore, eJam's clients' customer support tickets would come in fast, concerned about the whereabouts of their packages and the lack of clarity following purchases for clients in the retail industry. It meant that, for the most part, the eJam team did not have a complete picture of the end-customer experience.
Once TrackingMore's API was in place, the shipment tracking clarity into the customer journey, including delivery data, instantly improved. The number of WISMO tickets decreased rapidly as more customers could now track their orders in real-time through brands' customer-facing tracking pages. With comprehensive shipment data driving eJam's customers, this helped them create more targeted marketing campaigns. This eventually raised customer satisfaction, reflected in the rise of average referral rates across eJam's customers by around 13%.
Cross-promotion opportunities are an asset for an online performance-based marketing network. For eJam, the integration of TrackingMore meant an extra channel for cross-promoting its customer's products. TrackingMore allows brands to strategically place ads targeting customers when tracking their shipments on its personalized branded tracking page.
With this, eJam's clients engaged with 85% of their customers through shipment tracking. On average, eJam's clients saw a near 12% increase in cross-promotion conversions, which boosted its monthly revenue by around 8%.
TrackingMore's email and SMS shipment notification features presented eJam with a unique opportunity to personalize its marketing messages while updating customers on the status of their shipments.
By sending customers SMS and emails containing their shipments' tracking information, brands saw a 17% increase in the open rate for its emails from 31% to an above-industry-average 48%. The click-through rate also saw an impressive jump from 2% to 5%.
Discover how we can help you achieve more
Book a demoLooking to automate shipment updates or improve your delivery efficiency? With TrackingMore's powerful API, you'll have all the tools at your fingertips to transform your customer's post-purchase journey.
