Temple & Webster
DataTools is transforming delivery operations for Australia’s leading pure-play online retailer for furniture and homewares.
About the Client
Founded in 2011, Temple & Webster has become Australia’s leading online retailer for furniture and homewares. As the largest pure play online retailer in Australia, Temple & Webster offers over 200,000 products from hundreds of suppliers.
The brand remains committed to providing a seamless shopping experience. With a focus on quality, style, and exceptional customer service.
The Challenge
Before DataTools, Temple & Webster grappled with common eCommerce challenges, particularly around address accuracy. Parcels were often delivered to incorrect or unrecognised addresses due to customer input errors and inaccuracies. This led to an inaccurate database, resulting in costly returns, logistical inefficiencies, and delays for customers.
While the company had manual address verification processes, these consumed considerable time and labour-intensive resources, diverting focus from more strategic tasks. Couriers struggled with delivering items to the correct addresses, leading to returned parcels, additional costs, and a poor customer experience.
The Solution
Temple & Webster conducted a thorough review and selected DataTools Kleber as their solution.While the company had manual address verification processes, these consumed considerable time and labour-intensive resources, diverting focus from more strategic tasks. Couriers struggled with delivering items to the correct addresses, leading to returned parcels, additional costs, and a poor customer experience.
“We chose DataTools after a thorough industry review because they emerged as the top performer. Their database offers superior accuracy compared to competitors, ensuring reliable customer address validation.
DataTools’ robust product stood out for its efficiency and precision, crucial for optimising our ecommerce operations.”
Rebecca Barnett
Digital Product Manager,
Temple & Webster
The Impact
Since implementing DataTools Kleber, Temple & Webster have experienced significant improvements across their business:
First, DataTools Kleber’s address validation capabilities minimised Temple & Webster’s delivery and address issues. This, in turn, led to a substantial reduction in costly returns and missed deliveries, because they could give their courier accurate and reliable address information, right from the start.
Second, we helped reduce the time and resources spent on manual address verification. This saved heaps of Temple & Webster’s employee resources to focus on more strategic initiatives.
Thirdly, fewer delivery errors. Their customers are now reported to be enjoying a smoother, more reliable shopping experience. With DataTools Kleber’s quick lookup capabilities have streamlined the checkout process, reducing transaction times and improving the overall user experience.
“This has not only enhanced our operational efficiency but also boosted customer satisfaction.
As a result, we’ve achieved higher success rates in order fulfillment, which positively contributes to our overall customer experience and high NPS scores.”
Rebecca Barnett
Digital Product Manager,
Temple & Webster
Conclusion
Since investing in DataTools Kleber, Temple & Webster has successfully transformed their eCommerce operations.
The integration of DataTools Kleber has not only enhanced operational efficiency but also significantly improved the customer experience.
At DataTools, we’re proud to have played a role in helping Temple & Webster achieve their goals, and we’re confident that our solutions can do the same for other businesses facing similar challenges.
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