How Ekster eliminated 1000s of support tickets with Fulfil and Order Editing

Ekster is a B corp that makes wallets, bags and accessories that save you time so you can get back to living. This case study highlights how leveraging the seamless integration between Fulfil for their ERP and Order Editing for their self-service customer experience tool has enabled Ekster to further their mission of saving customers time, eliminating thousands of monthly order editing tickets through self-service while driving 5-figures of monthly post-purchase upsell revenue. 

Empowering customers to edit orders

One of the easiest ways to improve customer experience is to enable customers to edit their own orders. This can reduce returns and support tickets while also providing an additional touchpoint to increase average order value through post-purchase upsells. By leveraging Order Editing together with Fulfil, Ekster enables customers to edit their orders for a short window of time before the orders move into Fulfil. 

“Really impressed with the team from Order Editing. Perfect solution to an issue faced by every merchant and they're always on hand to chat through any issues or questions on Slack. Hope to see even more functionality come to the app next year. Really happy with the tool so far and would recommend!” - Shauna Cleary, Director of Operations at Ekster

Choosing an ERP

When selecting an ERP as a global, multi-channel direct-to-consumer brand, the ability to have robust Shopify and Amazon integrations is key to delivering an exceptional customer experience. This becomes critical when managing inventory across multiple warehouses to reduce the risk of overselling and ensure quick fulfillment times for customers. 

“We were looking for an ERP to streamline our operations and Fulfil ticks all the boxes. Their team made the project management and implementation run smoothly and our Production and Inventory Management has been completely professionalised. Their Support team are fantastic, and are always available to troubleshoot any issues. Would highly recommend them.” - Shauna Cleary, Director of Operations at Ekster

Scaling for success

Delivering an exceptional customer experience is key to driving customer lifetime value and successfully scaling your brand. 

If you’re interested in learning more about how you can enhance your customer experience, you can learn more about Fulfil here and learn more about Order Editing here.  

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