September 21, 2022

Case study: HIVED improves EXALT customer loyalty with high-quality service

Sports nutrition brand EXALT has partnered with HIVED, and shipping management platform Shiptheory, to offer EXALT customers high-quality service and emission-free parcel delivery, resulting in improved EXALT customer loyalty.

EXALT was born out of the frustration of finding high-quality meal options. When EXALT founders Charlie and Dan Wilson-Vaughan were travelling to visit Dan's mum, they occasionally stopped at service stations to get something to eat. But finding healthy on-the-go meals was difficult as the stores' options were always very limited. It was then they decided to take matters into their hands. 

By working with some of the leading food scientists and dietitians, Charlie and Dan managed to develop 100% fresh, tasty, nutrient-packed products that are also kind to the planet. 

Delivering ultimate convenience

For EXALT, HIVED has made a substantial positive impact on the overall customer experience and especially noted that having such a responsive delivery solutions provider to support growth and logistics has been invaluable in improving customer loyalty.

The delivery experience is an integral part of the customer journey, such that a fantastic — or disappointing — delivery experience can determine the customer’s likelihood to continue to buy from a given brand. HIVED’s commitment to excellent and accurate deliveries, alongside a 99.99% on-time delivery rate directly results in a meaningful improvement in retailers’ customer loyalty.

Charlie commented: 

"We've had our fair share of bad experiences with other couriers. You know, you spend so much money trying to acquire a customer, and then all that goodwill can instantly evaporate just because a driver says they can't find the address. A lot of our customers also base their purchases around special events, like holidays and weddings, meaning our products will just go to waste if they don't arrive on time. The last time we sent parcels with another courier, eight out of eleven just went missing. And they won't even refund you". 

He continued: 

"This is why we love HIVED. After partnering with them, we noticed a huge difference almost immediately. Without a doubt, the whole team go above and beyond constantly. I think no one is going to really care about the business as much as we do. So the fact that HIVED does care means a lot to us".

Plus, Shiptheory and HIVED work together for seamless integration: "Now you just press a button, the label prints magically, and I don't have to tell the team which printer to use. The support is great, they're very responsive and can set up all the logic for you".

Finally, Charlie also added that HIVED’s commitment to emission-free delivery is an integral benefit: 

"Sustainability is very important to us and is at the very core of our mission to ensure eco-friendliness across the entire company and supply chain. Collaborating with HIVED to provide our customers with emission-free deliveries is an incredible achievement for us". 

Curious to see HIVED and EXALT together in action? Follow along on Instagram @hivedhq and @exalt

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