Paul Smith, known for its impeccable tailoring and eclectic style, embarked on a transformative re-platforming project, similar to getting a new suit perfectly fitted for the future. With the help of Ingrid and Centra, the brand streamlined its operations, unlocked hidden revenue, and prepared itself for the next era of retail.

As Paul Smith expanded globally across key markets like the UK, Europe, and North America, their fragmented systems began to show cracks. With multiple home-built solutions, patchwork of systems, and outdated tools for shipping and label printing, the inefficiencies piled up. 

One of their biggest problems was stockouts online due to a wide but not deep enough inventory. Paul Smith often had items in their physical stores but couldn’t offer them online due to lack of system integration, leading to missed sales and hence lost revenue.

Paul Smith needed a solution that would integrate shipping, returns, tracking and customer experience into one cohesive, seamless platform. Here’s how Ingrid Delivery Experience Platform, helped to fit Paul Smith with the a solution that enabled them to work with:

• Dynamic Delivery Promise: Offering consumers convenient deliveries that fit their lives by using Ingrid Transport Management and Delivery Checkout increases conversion. Automated booking rules, carrier filtering, postcodes and product availability make sure that the most price efficient delivery option is displayed for consumers.
  
• Experimenting with delivery offering: Ingrid Delivery Checkout enables Paul Smith to experiment with their delivery offering, finding the right balance between conversion and cost of delivery.
  
• Full-inventory access: By integrating Ingrid Delivery Checkout with In-store Management, Paul Smith could tap into local store inventory to fulfil online orders. Whether it’s home delivery or click-and-collect, customers now have access to the entire inventory without the limitations of fragmented systems.
  
• Proactive post-purchase tracking and messaging: Ingrid’s post-purchase offering reduced "Where is My Order" (WISMO) inquiries, providing customers with transparency and a better post-purchase experience on par with the brand by integrating Ingrid Tracking Notifications with Klaviyo.
  
• Flexible Returns management: Returns, exchange and complaints processes are now smooth and quick with Ingrid Returns self-service portal, helping Paul Smith turn around items faster and decrease operational costs.

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