How AfterShip helps Internet Up increase revenue and improve the customer experience

Internet Up

“The implementation of AfterShip Tracking and AfterShip Returns has had a significant positive impact on our organization. Both tools have greatly improved the transparency and efficiency of our delivery and return processes.”

Gerald Bancilhon
Head of Customer Experience & Operations

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About Internet Up

Internet Up GmbH is a rising star in the eCommerce arena. They're all about creating brands and selling innovative products while prioritizing an exceptional customer experience through streamlined processes and open communication. Innovation and quality are at the heart of everything they do.

The challenges

Internet Up has several brands in the direct-to-consumer space, including Snapbuy, Vital You, Fomely, Feminera, and Memories Challenge. Managing multiple brands across different industries requires laser-focus and streamlined processes. Internet Up faced issues in two main areas: tracking and returns.

Internet Up experienced many challenges with shipment tracking, leading to unclear communication with customers and causing dissatisfaction. They had a legacy shipment tracking system in place, but as their business grew and demands increased, it became evident that the previous system couldn't keep up. They faced issues with transparency, accuracy, and system integration, which hurt their operational efficiency.

The team also grappled with a lackluster return management system. The previous solution fell short in automation, leading to manual processes and approvals, especially for their bigger brands. This inefficiency was further compounded by unclear return policies, which bred confusion and dissatisfaction among their customer base.

Internet Up wanted a solution that could fulfill their post-purchase needs instead of managing multiple platforms to get the job done. This is where AfterShip comes in.

The outcome

When reevaluating their post-purchase operations, Internet Up switched to AfterShip Tracking and AfterShip Returns. These tools have enabled them to streamline their delivery and return processes, enhancing customer service experiences.

AfterShip’s shipment tracking and return management dashboards have allowed Internet Up to unlock better visibility into their outbound and reverse logistics. With better accuracy and transparency, Internet Up’s support and operation teams can deliver more insightful shipment and return notifications while diverting more than six weekly hours to other activities. The enhanced efficiency streamlines and automates their processes, improving productivity and workflow.

Moreover, Internet Up has also seen a significant increase in net revenue by 10% by creating new revenue streams and recapturing revenue. Impactful capabilities like AI-driven product recommendations and same-item exchanges support the shopper journey, allowing the company to develop longer and stronger relationships.

Lastly, the seamless order tracking and returns experience fostered a more cohesive shopper journey, enabling their shopper review score to immediately increase to 4.8 out of 5. This improvement highlights streamlined information and processes, transparent policies, and exceptional customer service. Internet Up has taken the next steps to solidify its reputation in the European DTC space.