Quiz modernises returns and transforms customer engagement
Quiz modernises returns and transforms customer engagement
Fashion retailer Quiz transformed its customer experience by improving visibility after checkout and streamlining returns management. Using nShift Track and nShift Returns, the company reduced support calls, boosted engagement, and expects to save up to 30% in staff time through digitalized, paper-free returns.
Products: nShift Track, nShift Returns
Integrations: CRM & e-commerce platforms
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staff-time savings expected
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higher CTR on post-purchase comms
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WISMO calls from customers
Challenge
Returns are a reality of fashion retail, with 30–40% of garments typically sent back. Processing them manually was time-consuming, costly, and error-prone. Meanwhile, many customers were left in the dark about the status of their deliveries and returns, leading to high volumes of “Where is my order?” and “Where is my return?” enquiries.
The company needed automation and transparency - internally to manage logistics more efficiently, and externally to improve service and protect brand perception.
Solution
Digitising and simplifying returns
Quiz implemented nShift Returns to handle its rapidly growing parcel volume, aiming to process more than one million packages a year. The new system automates every step of the reverse-logistics journey and provides real-time notifications to customers.
It also integrates with carriers to offer QR-code-based, paper-free return options, eliminating the need for printed labels and improving sustainability. The visibility gained across courier and warehouse processes allows Quiz to anticipate and manage return peaks while reducing time spent on manual tracking.
The move to digitised returns is anticipated to save 25–30% in staff time, largely by reducing repetitive service queries and manual handling. It also marks a significant step toward Quiz’s goal of going completely paperless.
We wanted something that's dynamic and can be tracked all the way through the delivery and returns process. The systems we have at the moment are dated and are not designed for the volume or velocity of orders going through our system - especially when you consider the level of service quality our customers expect.
Haroun Saleemi
Head of e-commerce, QUIZ
Creating a branded post-purchase experience
After modernising returns, Quiz turned to another critical touchpoint: communication. The team wanted to maintain brand visibility and engagement after checkout, rather than handing over the customer experience to third-party carriers.
With nShift Track, Quiz built a fully branded tracking environment with proactive delivery notifications. The platform gives customers clear, real-time updates while opening new opportunities for remarketing and loyalty.
Results
Quiz now manages both deliveries and returns through a seamless, connected experience that benefits customers and internal teams alike.
The company has reduced service call volume, improved satisfaction, and achieved tangible efficiency gains across operations. Branded tracking pages and delivery emails are driving engagement rates up to five times higher than traditional marketing messages, turning logistics communication into a revenue opportunity.
nShift has significantly improved our post-purchase experience which has reduced calls to our customer service team, improved our brand perception and boosted our bottom line.
Haroun Saleemi
Head of e-commerce, QUIZ