Horse Pilot is revolutionizing Equestrian Apparel
Founded in 2010, Horse Pilot crafts technical apparel for riders who perceive horseback riding as a demanding sport. Leveraging textile technology, they design garments that support posture, enhance breathability, provide insulation, and ensure protection, enabling riders to extend their rides and fully embrace the experience. As passionated riders, they are committed to reshaping the traditional perception of riding. With demanding customers, the brand is committed to providing exceptional customer experience at every step of their journey. With this objective in mind, the company decided to implement Centra, a swedish headless e-commerce platform, in collaboration with the agency Ultro. When mapping out at the customer journey, the team pinpointed that the return experience also needed to be uplifted and this is when they decided to partner with yayloh.
Horse Pilot's customer-centric digital transformation
Aware of its customers' increasing expectations in the digital realm, Horse Pilot acknowledged the need to enhance its existing return experience. The brand aspired to set itself apart by offering a simple-to-use yet very on-brand solution.
One major objective was to enhance the customer experience by implementing a platform focusing on providing a seamless and efficient return experience. The aim was to ensure that every step of the return journey, from return form to tracking pages, was smooth and user-friendly.
Meeting high design standards was also crucial. The return form needed to be clear and easy to navigate, eliminating any hassle for the customer, while conveying Horse Pilot brand identity. Additionally, the tracking page had to be informative and visually appealing, maintaining a consistent and positive brand image.
On top of that, there was another challenge lying ahead with international expansion. Offering the same seamless experience for cross-border returns was crucial, as Horse Pilot sales were growing a lot outside of EU.
Finally, as Horse Pilot is committed to always deliver the best products to its client, getting feedback on return reasons was a must-have for the brand, to continuously improve the quality. Only with a fully branded return portal they could connect at a deeper level with their customers, to engage them into helping them share more about why they are returning their order.
We had different challenges before implementing yayloh. First of all we wanted to level-up our customer experience at all touch-points which obviously also include the return journey. We also really needed to make the return experience as seamless for our international clients. Finally, being able to analyze our return data was crucial.
Elevating Excellence: How yayloh Transformed Horse Pilot’s Customer Journey and Operations
yayloh was instrumental in transforming Horse Pilot's customer experience by offering a fully branded return experience from start to finish.
Meeting high design standards was also crucial for Horse Pilot, known for its exacting standards in product design. Therefore, when yayloh stepped in to address their needs, they were met with a challenge: to ensure excellence at every stage of the customer journey.
Fortunately, yayloh provided a comprehensive solution that included a polished tracking page and other features, all meticulously crafted to reflect the brand's unique aesthetics and identity.
Beyond the aesthetic enhancements, the integration of these templates optimised operations, freeing up valuable time for the customer service team and simplifying processes for customers. By offering intuitive and visually appealing interfaces, yayloh facilitated customers' navigation through the return journey, fostering a positive experience at every step and delighting them with the possibility to exchange for another item directly during the return process.
Furthermore, yayloh's return management solution revolutionised Horse Pilot's operations by introducing automation and efficiency into previously manual processes. With automated workflows for return label generation, refunds, and exchanges seamlessly integrated into Centra's back office, the team experienced a significant reduction in manual tasks, allowing them to spend time on more value-added tasks.
Last but not least, with yayloh superior data analytics platform, the brand could have insights into return reasons and deep dive into many different reports to truly understand where and how to improve.
yayloh helped us identify that a portion of the returns for our best-selling pants was due to missing information in our size guide. With this insight, we updated the size guide to provide clearer details. Additionally, we enhanced the sizing information for our competition boots to ensure better accuracy and fit for our customers.
Horse Pilot’s Success with yayloh
The collaboration between Horse Pilot and yayloh resulted in a successful transformation of the brand's return experience:
- The ease and personalisation of the return process significantly improved customer satisfaction, thereby reinforcing brand loyalty.
- yayloh's customised solutions met Horse Pilot's high design standards, offering a visually appealing and consistent experience across all touchpoints.
- Digitalizing the return process allowed Horse Pilot to enhance operational efficiency by reducing turnaround times and streamlining return management.
yayloh saves our customer service team up to 2 hours per day during peak times. By centralizing customer interactions on the platform and integrating with Gorgias, we’ve improved efficiency and follow-up. Previously, a customer might exchange 3 or 4 emails with us, but now the process is automatic and autonomous. We’ve also reduced refunds by 50% in favor of product exchanges.
To conclude, yayloh enabled Horse Pilot to enhance its customer experience by digitising the return process, meeting high expectations from both customers and Horse Pilot team. With yayloh integrated, the brand now has a flexible and personalised solution to effectively manage returns, reduce returns and refund rate to ultimately enhance long-term customer loyalty.
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