Scurri Track Plus Case Study
“Improving the customer experience is about having the right information and giving it to the customer at the right point of their journey – that’s what Scurri Track Plus does.”
David Butcher
Operations, CS & Global Logistics Manager
Tailoring the post-purchase experience for the perfect fit
“Improving the customer experience is about having the right information and giving it to the customer at the right point of their journey – that’s what Scurri Track Plus does.”
David Butcher
Operations, CS & Global Logistics Manager
Dobell is a leading menswear brand from Eastbourne, UK, known for its fresh, fun, and feel-good approach to tailoring.
When Dobell rebranded in 2023 with a renewed focus on their Eastbourne heritage, enhancing the customer experience while driving profitability within the business was a primary objective.
Dobell chose to implement Scurri Track Plus to enable them to own the post-purchase experience by sending branded tracking emails and providing a branded tracking timeline to customers – thereby reducing WISMO queries and driving profitability.
37%
25%
57%
25
David Butcher, Operations CS & Global Logistics Manager
Dobell
Delivering Control
Scurri have helped Dobell take control of Costs, Operations and Growth
Dobell spend less on support staff due to a reduction in WISMO queries
Dobell can upsell and cross-sell within branded tracking emails
The strong click-through rate has resulted in more onsite clicks and conversions
Central to Dobell’s vision of their 2023 rebrand has been to celebrate their Eastbourne heritage, showcasing their collections with photoshoots in the Eastbourne area.
Scurri Track Plus has enabled the brand to extend these campaigns to the post-purchase phase by sending branded tracking emails with campaign imagery and branding at a time of peak engagement.
Central to Dobell’s vision of their 2023 rebrand has been to celebrate their Eastbourne heritage, showcasing their collections with photoshoots in the Eastbourne area.
Scurri Track Plus has enabled the brand to extend these campaigns to the post-purchase phase by sending branded tracking emails with campaign imagery and branding at a time of peak engagement.
Improving the customer experience
Key to Dobell’s growth has been continued international expansion. Scurri Track Plus allows Dobell to tailor communications for their North American customers and supports advanced shipping strategies to overcome international challenges, helping the brand appear as local as possible.
Additionally, Dobell has refined messaging to highlight specific business objectives at different stages of the customer journey – for example, linking selected emails to their Trustpilot page and updating the “delivered” email to include return instructions.
Since implementing Scurri Track Plus, Dobell has seen fewer support queries and reduced contacts per query. “Scurri Track Plus integrates seamlessly with our systems, so customers can reply directly to emails, which go straight to Freshdesk,” says Dave.
“Instead of navigating carrier tracking emails to contact us about returns, communication is seamless, improving the customer experience and giving our support team all the order information from the original email.”
Since implementing Scurri Track Plus, Dobell has seen fewer support queries and reduced contacts per query. “Scurri Track Plus integrates seamlessly with our systems, so customers can reply directly to emails, which go straight to Freshdesk,” says Dave.
“Instead of navigating carrier tracking emails to contact us about returns, communication is seamless, improving the customer experience and giving our support team all the order information from the original email.”
Scurri Track Plus offers the ability to customise messaging based on customer data, taking personalisation to new heights. Intuitive set up is also a key benefit of Scurri Track Plus.
“Scurri Track Plus was probably the easiest go-live of any system that I’ve ever set up. As soon as Scurri Track Plus had been mapped to our Sendgrid account, I had it set up within 25 minutes.”
“Within an hour, I fully understood how to use it. Our marketing team can change and edit emails themselves, making them very self-sufficient.”
David Butcher. Operations, CS & Global Logistics Manager
Dobell
Key results and savings
37%
25%
57%
25
David Butcher, Operations, CS & Global Logistics Manager
Dobell
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