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Use case: Travelbags x Tracey

The impact of 1,000 exceptions per month

A use case about a suitcase

Travelbags sells everything in the field of suitcases and bags in its webshop: from trolleys to travel bags, from backpacks to laptop bags. The company was founded in 2007 by the brothers Gerjan and John Horstra and has since grown into one of the largest online players in this field in the Netherlands. In addition to the webshop, there are now three shops in Hardenberg, Zwolle, and Deventer.

Gerjan first came into contact with Tracey six months ago: “To be honest, I hadn't heard of Tracey before when I was approached, but the story really appealed to me and sounded like something we wanted to try out.”

Integration with existing systems

Through an integration with Picqer, Tracey can easily retrieve the necessary data for the analysis of tracking data. Tracey uses this information to monitor all sent suitcases and bags from Travelbags.

In addition, Tracey has set up an integration with Trengo, the platform used by Travelbags' customer service. Via this connection, Tracey passes on all so-called exceptions; deviations in the delivery process. Each exception activates another template created by Travelbags, after which a message is automatically sent to the recipient with the relevant notification.

The impact of 1,000 exceptions per month

In the meantime, more than 6,000 exceptions have been processed by Tracey in 6 months and, where necessary, proactively and automatically communicated to Travelbags' customers. This is a task that is virtually impossible to do manually.

The impact soon becomes noticeable because fewer questions are received at customer service: an average decrease of 39,2% over the past few months. There were also many positive reactions from customers to the automated messaging, which is also reflected in improved review scores.

The DNA of Travelbags & Tracey

Gerjan says about the collaboration: “Thanks to the integrations that Tracey already had, we were able to start quickly without any development work on our side. After testing with a number of messages for a while, we now proactively send a message to our customer for most deviations from our delivery promise that are detected by Tracey.

Of course, it is great that we prevent a large number of incoming questions about the delivery, but it is at least as important to remove or reduce the frustration about this for our customers. Reactions from customers indicating that they appreciate the messages and leave a good review, that's what it's all about!”

Huib Adriaans