U.S.
https://phenomelitebrand.com/
Business profile
As a walk-on wide receiver at Appalachian State University, Nathan Dorton sought a $65 loan from his father to help him design and produce a pair of football gloves in 2013. This was how Phenom Elite was born.
Fast forward, the company has become a leading manufacturer of football cleats, gloves, and apparel that boost athlete performance. Phenom Elite has also tapped into the print-on-demand niche and become a licensed manufacturer of Warner Media and DC Comics branded football supplies.
Brand: Phenom Elite
Industry: Sports & Outdoors
Platform: Shopify
Country: U.S.
Year Founded: 2013
Employees: 10 – 50
Usage: Since August 2021
Carriers: 5+
Integration: Klaviyo
Phenom Elite started its Shopify store in 2017 and saw a boost in traffic and customer orders. The company also ran ads to bring in customers. By 2021, its products were taking the sports industry by storm, but extended processing and shipping times of its football supplies affected the brand’s appeal to customers.
WISMO tickets increased rapidly, even though the Phenom Elite customer support team tried its best to keep up. At that time, the company realized an order tracking app could help reinforce its status as a leading American football apparel and kit manufacturer.
The challenge: Flooded by WISMO tickets due to long processing and shipping times
Back then in August 2021, Phenom Elite saw a rapid increase in WISMO tickets handled by its customer support team. This was because customers lacked a convenient way to know the status of their orders and they vented the dissatisfaction.
On the brink of a total meltdown due to many WISMO tickets streaming in, the Phenom Elite customer service team alerted senior management to this looming problem. After much deliberation, the company started looking for an order tracking solution.
The search: Getting to the root of a visibility problem
Phenom Elite’s search for an order tracking tool began with a thorough analysis of the WISMO tickets they received. This was to make the primary issue raised by customers clear. This analysis revealed that many customers were concerned about the post-purchase experience.
Due to the lack of an order tracking solution, there was no clear way of knowing where in the shipment or processing cycle the order had reached. In addition, Phenom Elite’s customer support team, swamped with order inquiry requests, could not respond in time.
After considering these issues and the brand’s business goals, the Phenom Elite team settled on the following must-haves in the ideal order tracking solution:
- Estimated Delivery Day (EDD): The feature is a must as it would help manage customer expectations once an order is confirmed.
- Smart Marketing Campaigns: Phenom Elite also wanted to boost its revenue by promoting more of its products to customers coming back for tracking updates.
- Klaviyo Integration: To help relieve the customer support team, the tracking solution should work with its email marketing platform, Klaviyo.
With this list drawn up, the Phenom Elite team set out searching for the best order tracking solution.
Eliminating customer post-purchase anxiety with CWILL Order Tracking
Phenom Elite’s team tested several order tracking apps for Shopify and settled on CWILL Order Tracking after an extended period because it met the brand’s needs.
The app synced well with the Phenom Elite store, ensuring that once an order was created, the tracking informatiom immediately became available on the tracking page.
Its estimated delivery day tool is easy to use. The team turned it on for all orders immediately. Moreover, the EDD calculation starts from the order created/fulfilled date, with the destination taken into account.
With CWILL Order Tracking, the company also added smart marketing campaigns with AI-powered product recommendations and paired them with its email marketing platform—Klaviyo.
CWILL Order Tracking transforms Phenom Elite’s customer experiences
Stephanie Arminavage, COO of Phenom Elite, spoke of CWILL Order Tracking, “Shipment visibility was at the root of most customer satisfaction issues we were experiencing. After implementing CWILL Order Tracking, WISMO tickets went down by 66%, and we saw a 4.5% increase in CSAT.”
“Our revenue increased after having CWILL Order Tracking in place. So far, we’ve achieved a record ROI of 4.4x from the product recommendations on the tracking page,” she added.
Together, Phenom Elite has experienced these positive changes:
- 4.4x ROI: The brand has recouped its investment in the order tracking app 4.4 times. It turned out that the product recommendations are what customers actually look forward to.
- 66% Reduction In WISMO Tickets: The Klaviyo integration and self-service order tracking have enabled customers to stay updated without having to contact customer support. This led to a 66% reduction in WISMO tickets.
- 4.5% Increase In CSAT: This sports equipment and performance brand has also noted an increase of 4.5% in customer satisfaction resulting from the self-service order tracking and automated shipping updates.
The future: Expand to more international markets
Phenom Elite works with over five couriers and ships to ten countries globally. The brand plans to expand into new markets and makes its products available to more customers.
“The sky is the limit for Phenom Elite,” said Nathan Dorton, CEO of Phenom Elite. “Our next goal is to expand globally. We aim to offer localized shopping experiences with CWILL handling post-purchase.”
