-90%
Support Calls
for package tracking
1
Bundled Email
instead of spam
3
Systems Integrated
3PL, Shopify, Klaviyo
The Starting Point
Barbell Standard sells heavy fitness products like weight sets, barbells, and weight plates. Due to the high weight, shipping is handled through the 3PL partner Extensive, with individual components of an order shipped as separate packages.
The problem: Each fulfillment automatically triggers a separate shipping confirmation email from Shopify. When purchasing a weight set, which is listed as a single product in the store, customers received separate shipping confirmations for the barbell and each individual weight plate.
The result was email spam that caused confusion and uncertainty among customers.
The Challenge
- Email Spam: Customers received multiple shipping confirmations per order.
- Confusion: Unclear communication led to uncertainty about order status.
- Support Load: Many calls to clarify package status.
- System Complexity: Data distributed across 3PL, Shopify, and Klaviyo.
Our Approach
The Path to Results
Analysis
Mapping all systems and data flows between 3PL, Shopify, and Klaviyo.
Custom App
Development of the interface with automatic package bundling.
Klaviyo Integration
Bundled shipping confirmations via Klaviyo API with all tracking data.
Status Updates
Automated emails for partial delivery and complete delivery.
The Results
Through the custom app, Barbell Standard fundamentally improved post-purchase communication.
- Single shipping confirmation instead of multiple emails per package
- Support calls reduced by 90% for package tracking
- Automated status updates for partial and full delivery
- Noticeably better customer experience in post-purchase
- Internal resources relieved through fewer manual inquiries
- Fully automatic process without manual intervention
“I’m happy to report that inbound phone calls with package tracking questions are down about 90% since launching this email. Big time QOL improvement for me getting 3-4 fewer calls a day, and presumably it’s a better experience for the customers since I’m sure they never wanted to have to make a phone call.”
- CEO, Barbell Standard
Key Takeaways
- Custom apps solve problems that standard apps can’t address
- Integration development connects existing systems intelligently
- Customer experience in post-purchase is often underestimated
- Automation saves support resources long-term