OSPREY LONDON turns fulfilment from cost-centre into competitive advantage
Summary
OSPREY LONDON replaced a fragmented delivery stack by selecting Ingrid as its delivery and returns layer after re-platforming to Centra, aiming to improve customer experience and reduce logistics costs. The retailer introduced multi-carrier options at checkout, shifting 90% of UK volumes to more cost-efficient services and lowering delivery spend while maintaining satisfaction. Ingrid’s checkout optimisation and A/B testing let OSPREY raise its free-shipping threshold from £100 to £150 without hurting conversions, increasing shipping revenue. Post-purchase communications now run through the retailer’s CRM, enabling on-brand tracking updates and upsell opportunities to grow customer lifetime value. OSPREY plans to embed delivery perks into an updated loyalty programme, using delivery as a differentiator for CX and revenue growth.
Classifications
AskAI Classifications
LabelsLinked Companies
