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 With multiple home-built solutions, patchwork of systems, and outdated tools for shipping and label printing, the inefficiencies piled up.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 stock-outs 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 delivery, tracking, and returns experience into an all-in-one, seamless platform. Here's how Ingrid Delivery Experience Platform helped the brand do all that and more.
Paul Smith increased conversion and delivery convenience by implementing Ingrid Delivery Checkout and Transport Management. Automated booking rules, carrier filtering, post codes, and product availability empower customers with the most price-efficient delivery options. The brand can also experiment with the delivery offer all year round to strike the right balance between conversion and delivery revenue.
By integrating Ingrid Delivery Checkout with In-store Management, Paul Smith now uses local brick-and-mortar inventory to fulfil online orders. Whether it’s home delivery or click and collect, customers have access to the entire catalogue without the limitations of fragmented stock systems.
Ingrid’s post-purchase tools have significantly reduced Paul Smith’s ‘Where is my order?’ inquiries by providing customers with proactive delivery updates. Plus, with the seamless integration of Ingrid Tracking and Klaviyo, shoppers now receive notifications that match the brand's tone and feel.
Customers can now make returns, direct exchanges, and complaints through the automated Ingrid Returns self-service portal, helping Paul Smith accelerate item turnaround times and reduce operational costs.
Similar to fitting the brand with a new suit(e) for long-haul global travel, the re-platforming project enabled Paul Smith confidently step into the next era of retail.
The brand added more delivery options to match individual preferences, improved the overall customer experience, achieved a seasonal revenue boost from using brick-and-mortar stock for online order fulfilment, and significantly reduced the tech stack complexity, now with the lower cost of IT and infrastructure.
Now, Paul Smith is poised for further growth, with plans to introduce loyalty programmes and next-day delivery options, all built on the foundation of a unified, flexible delivery platform provided by Ingrid.
"Before Ingrid we spent a lot of time managing carrier integrations and vendors, building the missing parts ourselves. Now we have all the tools needed to be self-reliant and quickly make the changes needed to meet customer expectations of a seamless shopping experience. On the internal side, we can put our resources into more proactive and productive tasks."
