In ecommerce, transparency and communication are the cornerstones of exceptional customer experiences. But when orders are split into multiple shipments, keeping customers informed can quickly become a challenge. Split shipments can lead to confusion if updates aren’t clear and timely, whether caused by varying inventory locations, delays from regulatory requirements, or staggered shipping timelines.
For one of our clients facing this common roadblock, we developed a custom BigCommerce solution enabling them to deliver precise, shipment-specific notifications to their customers throughout the fulfillment process. Explore the details of our approach below.
The Challenge: Automated Order Status Updates for Split Shipments
As a leading online retailer of firearms, ammunition, and tactical gear, our client faced unique shipping challenges due to the regulatory nature of their products. Firearms are legally required to be shipped to a licensed Federal Firearms License (FFL) dealer, while non-FFL items, like apparel and accessories, can be shipped directly to customers.
When customer orders included both regulated and non-regulated items, the differing fulfillment timelines added complexity. Regulated items could take weeks to ship, while non-regulated products typically shipped within days.
Without an automated system to manage split shipment notifications, keeping customers informed was both time-consuming and prone to errors.
Get a Custom Integration for BigCommerce
Say goodbye to technical roadblocks. Experience an ecommerce integration without the headaches.
The Solution: Custom BigCommerce Integration Connecting ERP and Email Service Provider
To simplify communication for split shipments, we developed a custom BigCommerce integration that worked with our client’s ERP and email service provider, Klaviyo. This solution provided them with the connected system needed to support shipment-specific email notifications and keep customers informed throughout the fulfillment process.
Solution highlights included:
- BigCommerce + ERP Integration: An ERP integration with BigCommerce enables our client to automatically collect order status data for items already shipped and those still pending.
- Integrated Real-Time Updates: Order data is pushed from BigCommerce to Klaviyo in real time, supporting an automated process for notifying customers about their order shipment status.
- Customizable Email Flows: Using the data provided to Klaviyo, our client’s marketing team can create tailored email flows in Klaviyo, such as:
- “Your Shipment is On the Way” emails with tracking details.
- Updates on what’s been delivered versus what’s still pending.
- Proactive communication to reduce confusion and improve customer satisfaction.
With this solution, our client gained the power to keep their customers informed at every step of the fulfillment journey while maintaining complete control over the tone, timing, and design of their email communications.
Get a Custom BigCommerce Solution for Managing Split Shipments, Workflows, and Customer Communication
Managing split shipments doesn’t have to be a challenge that strains resources or frustrates customers. With the right tools and a thoughtful approach, it can become an opportunity to strengthen customer relationships and enhance operational efficiency.
Contact our team today to discuss your project requirements and we can help you streamline operations, boost customer satisfaction, and drive your ecommerce success.
Get a Custom Integration for BigCommerce
Say goodbye to technical roadblocks. Experience an ecommerce integration without the headaches.
