Case Study: IWA Wine Accessories reduces WISMO queries 47% with Narvar
Key results
The challenge
IWA sold across multiple channels and fulfillment methods, from parcel carriers to LTL freight and specialized inside delivery, but customers received only a single ship notification. The lack of post-purchase visibility drove frequent support inquiries and low delivery confidence, especially for high-value items requiring signatures or special handling.
The solution
IWA implemented Narvar Track and Notify for proactive shipment updates and Narvar Promise to show estimated delivery dates at checkout, with customizable delivery windows spanning parcel and LTL freight.
“Transparency is no longer optional. It's required.”
BABen ArgovPresident, IWA Wine Accessories
The results, in context
IWA reduced WISMO inquiries year over year by 47%. Improved post-purchase transparency also lifted site performance, with a 10% increase in checkout conversion rate and a 19% increase in conversion on product detail pages.