Marc Gebauer Achieved 108x ROI with CWILL Order Tracking

Business Profile

Brand: Marc Gebauer

Industry: Accessories

Platform: Shopify Plus 

Country: Germany

Year Founded: 2020

Employees: N/A

Usage: Since Jan 2021

Carriers: 5+

Integration: N/A

Brand Introduction

Marc Gebauer isn’t just a name that resonates with luxury watch enthusiasts on social media; he’s a beacon of quality and precision in the world of horology. His online store offers a curated platform for global aficionados to indulge in the finest timepieces.

The Journey

When Marc’s videos on luxury watches started gaining traction on social media, fans were captivated not just by the glint of the watches but also by Marc’s genuine passion and expertise. Their trust in his recommendations was evident. They wanted more of his videos, as well as the timepieces he vouched for. 

Heeding his fans’ call in 2020, Marc embarked on a new journey by launching his Shopify store and orders poured in. Marc was glad at the rapid growth, but he also met a huge challenge.

The Challenge

The influx of orders was a testament to Marc’s influence and the trust he had built. But the surge in WISMO (Where Is My Order?) queries soon followed. The customer service team was swamped, and the once sky-high customer satisfaction rates were plummeting.

The Solution

Determined not to let the order tracking challenge affect the brand’s reputation, Marc and his team started looking for solutions in the Shopify App Store and settled on CWILL Order Tracking. It was a perfect match for the brand then, because it offered:

• Multilingual Tracking Page: Catering to Marc’s diverse clientele from German and English-speaking countries, this feature ensured a localized post-purchase experience.
• Post-Purchase Marketing Channel: Recognizing the potential of the tracking page as a marketing goldmine, Marc’s team used it to cross-sell and upsell, driving repeat purchases.
• Smart Analytics: This feature allowed the team to monitor carrier performance, ensuring timely deliveries and enhancing customer trust.

The Transformation

With CWILL Order Tracking, Marc achieved:

• A Whopping 108x ROI: With CWILL Order Tracking in place, customers who placed an order before were more likely to buy again. The sale of each high-value timepiece generated great profit.
• 56% Reduction in WISMO: With the branded tracking page, customers helped themselves. Support tickets dropped by 56%.
• 5.4% Increase in CSAT: With CWILL Order Tracking, they saw customer satisfaction score rise by 5.4%.

CWILL Order Tracking helped Marc Gebauer turn challenges into opportunities. As Marc continues to make his fans obsessed with his curated collection, he rests easy—knowing CWILL Order Tracking handles post-purchase behind the scenes.