About Monte Carlo

The Problem

Monte Carlo is India's first homegrown winter wear brand, launched in 1984 by Oswal Woolen Mills Ltd under the flagship company of Nahar group. Since then, Monte Carlo has been catering to the ever-growing demands of the apparel and fashion industry.

While working with Eshopbox, Monte Carlo grew their sales on top marketplaces like Amazon, Flipkart, Myntra, and more.

However it was challenging to provide the same consistent customer experience for their brand website — order tracking was inconsistent, return and exchanges were manual and time-consuming, and there was a clear indication that they needed improvements to unlock the true potential of their website.

Some of the problems Monte Carlo were currently facing in the fulfilment and delivery experience:

• Poor order tracking experience for customers leads to a high number of WISMO calls and escalations to the support team.
• Inconsistent status updates from courier partners meant that monitoring the order delivery was a hassle.
• Customer returns were a manual process, which means customers would have to contact the Monte Carlo support team to initiate returns and exchanges. This made the process slow and inconvenient for customers.
• Monte Carlo was working with multiple courier partners, each with its unique shipping rates. This meant complex billing and reconciliation.

The Solution

Eshopbox offered a solution that would enable Monte Carlo to create loyal customers with engaging post-purchase order tracking, messaging and returns experiences.

The solution proposed by Eshopbox had the following features:

1. Flat shipping rate. Simple billing, easy reconciliation

Eshopbox offered one shipping rate across multiple carriers to ship products to more than 28,000 pin codes across India. This helps slash shipping costs, keep billing hassle-free, and reconciliation easy.

2. Seamless order tracking experience

Eshopbox offered a superior tracking experience for Monte Carlo customers on the Eshopbox customer portal. Customers could see exactly where their orders are in the fulfilment journey, along with the estimated date of delivery.

3. Proactive order updates

Eshopbox provided proactive notifications on email and SMS at every step of the customer's purchase — from when the order is packed in the fulfilment centre to when it is delivered to the customer. This would help Monte Carlo build customer trust and loyalty.

4. Automated returns and exchanges

Eshopbox offered a simple way for Monte Carlo customers to return and exchange their purchases. By using the customer portal, return and exchange requests can be completed by Monte Carlo customers within a few clicks.

5. Manage exceptions with ease

Eshopbox offers powerful exception management workflows for orders that require further attention. Customers can easily take action against orders in transit to ensure smooth delivery; these actions could be changing the delivery date, requesting a delivery re-attempt, and more.

6. Single source of truth

With the Eshopbox network of shipping providers, order status updates from multiple carriers are unified in one place to track and manage shipments easily.

‍

The Payoff

Working closely with Eshopbox, Monte Carlo was able to delight their customers with an uncompromising post-order experience.

• 60% reduction in support escalations by using the Eshopbox customer portal to provide a superior tracking experience.
• 1.7X increase in repeat shoppers by building trust and rapport through proactive notifications on email and SMS about their purchase.
• 24% increase in customer satisfaction scores by offering simple, convenient returns and exchanges for their products.
• Improved customer retention by consistently providing an Amazon-like post-purchase experience for their website orders.