A top-U.S. retailer of computer hardware and software decided the time was right to expand online capability to the Canadian market. But rather than be perceived as “another U.S. company doing business in Canada,” this retailer had a vision in mind to become an integral part of the Canadian domestic retail scene.
Among other things, the retailer built a marketplace through which Canadian consumers could access a wide array of products ranging from furniture to household appliances to TVs and cellphones. These products were available through a linked network of Canadian ecommerce sellers. The retailer’s goal was to provide a uniquely Canadian experience, and appeal to Canadians’ strong sense of national pride.
The challenge
The retailer recognized the need to replicate the high standards in place for U.S. customers for Canadian shoppers. All deliveries to U.S. shoppers are made within three days. Returns are accepted within 30 days with a Returns Material Authorization (RMA), and processed within 72 hours of receipt. And high quality service is an absolute priority.
They quickly saw their challenge would be to find a way to offer guaranteed, fast delivery to Canadian consumers, regardless of their locations, fulfill expectations for optimal customer service, and do so in a way that had a “Canadian feel” to it?
The solution was surprisingly easy: partner with Purolator International. The retailer was drawn to Purolator for two reasons: First, Purolator is the pre-eminent provider of logistics services for shipments between the United States and Canada. And second, Purolator has unmatched roots in the Canadian market as the wholly owned subsidiary of an iconic Canadian brand.
To minimize transit times, we established clear induction scenarios from the retailer's two U.S. distribution centers. Consumers in western Canada are serviced by the west coast DC, and eastern Canada is serviced by the east coast facility.
We provided a Canadian-branded experience by ensuring all duties and taxes were pre-paid so customers never face unexpected fees. Final delivery is then made by a uniformed driver in a recognizable Purolator vehicle.
Through a unique partnership with Canada Post, we are able to guarantee delivery to every residence in Canada. This includes the most remote locations and P.O. boxes, providing truly comprehensive national coverage.
Our web-based "Beacon" portal seamlessly integrated with the retailer's operating system. This enabled numerous efficiencies in labeling and billing, and gave customers full trace/tracking capability for their packages from start to finish.
The results
A unique aspect of this online retailer’s “shopping experience,” is that consumers are able to choose their preferred delivery company, based on the cost and delivery windows provided during the check out process. Roughly 95 percent of the time, consumers choose Purolator, usually over larger companies with greater name recognition.
Purolator and this retailer have been in partnership since 2008, and the retailer has enjoyed a 30 percent annual growth rate. The company has expanded its workforce considerably, and is currently planning a physical presence in Canada via brick-and-mortar stores. In addition, the retailer has expanded its international presence, with ecommerce capability in China, and additional plans underway for Europe and Australia.
“We knew pretty much right away that we could provide a better solution,” says Betty Jo Rodey, Purolator International’s Strategic Account Executive. “No one else has the access to the Canadian market that Purolator does, so we went to work to deliver the solution this company wanted in the first place.”
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Canada is home to over 36 million people and 80% of them shop online. That’s 28.8 million online shoppers and Purolator International has the expertise to help you reach every single one. Any eCommerce business knows that business lives or dies by shipping. Consumer expectations have changed, making speed and reliability more important than ever.
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Don’t let geography limit your sales. Through our unique partnership with Canada Post, we offer guaranteed delivery to 100% of Canadian residences, from major cities to the most remote P.O. boxes.
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