Summary
Challenge
- Leading functional pop brand was looking to elevate its post-purchase experience to match its excellent pre-purchase (shopping) experience.
Solution
- Ohi integrates seamlessly with Olipop's Shopify Plus website, enabling "fast, free, and flexible" deliveries and an on-brand post-purchase experience in Olipop's key metro areas.
Results
- Olipop has seen its customer lifetime value (CLV) increase by 150% (for Ohi orders versus non-Ohi orders).
The Challenge
Olipop is a leading fizzy tonic brand, the maker of a new kind of soda made from all-natural ingredients, combining the benefits of prebiotics, plant fiber, and botanicals.
Despite its strong omnichannel e-commerce presence, Olipop considers its direct-to-consumer strategy fundamental to their success. When Olipop sells its own sodas via its branded website, they are able to weave in a rich narrative around the special ingredients and thoughtful preparation that goes into every can of Olipop. With DTC/D2C, Olipop has the ability to communicate in a way that is on-brand, memorable, and engaging to their customers, developing intense brand loyalty.
And that’s why they needed a DTC fulfillment partner that could help meet their high e-commerce expectations when it comes to the post-purchase experience. The combination of Ohi instant delivery, a brand-first customer experience, and support for Olipop’s subscription customers (through Ohi’s delivery scheduling option) has quickly proven to be a winning combination for Olipop and their customers.
The Solution
Ohi worked with Olipop to integrate with their website (Shopify Plus) and after a SKU-level demand analysis, we began receiving inventory into Ohi’s microwarehouses.
Now, Ohi shipping options appear for users on Olipop’s ecommerce website, allowing Olipop customers to get instant delivery for the functional pop they love. Ohi has also enabled Olipop to extend their iconic brand – the upbeat and fun messaging and clean designs their customers have grown to love – beyond checkout.
By analyzing Olipop’s product demand at the SKU-level, Ohi continuously works with Olipop’s operations team to forward-position sufficient inventory across Ohi’s nationwide micro-fulfillment network. A dedicated Ohi account manager proactively works with Olipop to keep things running smoothly while identifying ways to improve efficiency and increase ROI.
Inventory is kept “hyperlocal” to Olipop’s customers in major metropolitan areas, allowing Olipop’s customers to get instant delivery of the sparkling tonics they love.
Depending on an order’s size, delivery destination, and delivery urgency, Ohi automatically allocates inventory in the closest micro-fulfillment center, summons the optimal delivery courier, and ensures successful delivery with a live ops team that engages directly with couriers and customers. End customers receive tracking information via email/SMS (customized according to Olipop’s brand guidelines), allowing them to follow their sparkling tonic delivery right to their doorstep.
As order volumes affect inventory levels across the network, Ohi actively works to ensure SKU availability, rebalancing inventory levels and adjusting fulfillment patterns as needed. Ohi technology continuously monitors delivery speed and accuracy within the Ohi network, adjusting courier utilization and other variables to ensure Olipop’s customers can always get their favorite functional pop flavors delivered on time and even ice-cold (for rush/same-day orders).
Many of Olipop’s DTC customers have recurring subscription orders, whereby they receive monthly replenishment deliveries. By fulfilling subscription orders with Ohi wherever possible, Olipop gives their customers the ability to schedule and re-schedule deliveries within a seven-day period and in three different time windows. The delivery scheduling option has proven popular for Olipop’s subscription customers, given how consumption patterns can vary month-to-month.
The Results
Since partnering with Ohi, Olipop has seen its ROI for Ohi-delivered orders steadily increase, to the point where Olipop is now seeing a 150% improvement in customer lifetime value (CLV) and a 140% increase in lifetime orders for Ohi-fulfilled orders (versus non-Ohi). That large improvement in repeat purchasing underscores the importance of “fast, free, and flexible” delivery for Olipop’s customer base and helps explain why Olipop customers rate Ohi an average of 4.6/5 stars for service excellence.
The ability to have our healthy and delicious sparkling tonics delivered 'fast, free, and flexibly' continues to excite our customers, who have high expectations for every aspect of their Olipop experience. Ohi has helped us meet and often exceed those high expectations when it comes to post-purchase experience.
Eli Weiss, Director of Customer Experience, OLIPOP