Menswear tailor Dobell boosts profitability with new post-purchase partner

British online menswear brand, Dobell, has taken charge of its post-purchase experience to reduce ‘where is my order’ queries. Scurri, the post-purchase software provider, has helped the retailer boost profitability by generating a 57% click-through rate on post-purchase emails.

Dobell is menswear brand based in Eastbourne, Southeast England, that brings a "feel-good approach to tailoring". With strong demand, both domestically and internationally, Dobell’s clothing has led to a current turnover of £6 million.

Critical to maintaining this growth, the retailer needed to simplify its customer service experience. By choosing to revamp its post-purchase updates with Scurri, Dobell can now send branded tracking emails and provide a personalised tracking timeline to customers. Since Scurri’s implementation, support tickets have decreased by 37%.

David Butcher, Operations, CS & Global Logistics Manager at Dobell, commented: "Because Scurri Track Plus integrates with our existing systems so easily, a customer can simply reply to the email rather than a customer having to click into carrier tracking emails and then click elsewhere to contact us about returns, meaning the communication is seamless.

"This enhances the customer experience while also providing our customer services operators with all the order information, helping them solve shopper queries faster and more efficiently."

Scurri also enables Dobell to tailor communications for its North American customers, for example. Dobell has overcome international shipping challenges, which Track Plus supports by helping Dobell appear as local as possible

Rory O’Connor, CEO and Founder of Scurri, commented: "We’re delighted to partner with Dobell to help it take control of its post-purchase experience to help drive important business efficiencies, boost loyalty through enhanced customer experience and deliver all-important revenue growth."