Fetchify helps Cadet Direct improve conversions, reduce incorrect addresses and reduce dispatch costs

"Our customer website conversions and our customer satisfaction have rocketed with Fetchify’s Address Auto-Complete." – James Munday Managing Director

Cadet Direct is a growing multi-store business whose main site supplies sea and air cadet uniforms and accessories, generating a significant volume of international postage activity.

Their second site www.survivalaids.com is aimed at military personnel and the survivalist community and they also run two additional brand sites www.planostore.com and www.creativeoptionsuk.com.

Their main challenge was errors in customer delivery address data submitted at checkout compounded by the use of browser autofill. Since the installation of Fetchify the address issues have been resolved generating cost savings and increasing customer satisfaction.

Fetchify helped Cadet Direct to achieve:

• 20% increase in basket conversions
• 100% decrease in incorrect addresses and failed deliveries
• Increased efficiencies in our packaging and dispatch team

The challenges

Before working with Fetchify, Cadet Direct’s challenge was the number of wrong addresses that were entered by customers. As international shippers this was costly in terms of postage, returns and staff hire.

Browser Autofil functions compounded the issue as, although they are undoubtably effective in reducing form filling times, it became clear that the mapping of addresses to our forms was not always accurate and customers were not always spotting their mistakes. Simply choosing a different phone number could change the address details without the customer realising.

"Fetchify were easy to work with and they’ve made it possible for us to ensure that our customers were able to receive their products on time. We believe that the Fetchify address auto-complete solution has led to cost savings."

How Fetchify helps

Fetchify recognises the importance of getting addresses correct the first time around. Delivery expectations of customers challenge every e-commerce business. Fetchify makes it possible for e-commerce businesses to increase their efficiency and delivery timelines, decrease costs and achieve better commercial outcomes, even in an uncertain economy.

The key deliverables to Cadet Direct were:

• Quick and easy set-up with a ready-made plugin for Magento
• Helpful technical advice when required for a customised UX
• Best quality data sourced compatible with couriers globally

Fetchify was recommended to Cadet Direct by their Magento design and development agency, R&W Media. Cadet Direct decided to use Fetchify’s Address Auto-Complete to utilise the daily updated address data for over 240 countries.

R&W Media integrated the prebuilt Magento plugin into the Cadet Direct sites quickly. They later worked with the Fetchify support team to add customisation to the out of the box plugin.

Results, return on investment and future plans

Cadet Direct found the benefits of using Fetchify Address Auto-Complete immediate. Basket conversions increased by 20% while fewer delivery issues has helped increase customer satisfaction with review ratings at 95%.

The main benefit has been improved delivery with their customer services team reporting a dramatic drop in the number of address related customer enquiries as soon as the system went live.

Staff efficiencies in the packing and dispatch operation have led to cost savings that have been reinvested into the business for further growth. Fetchify are exceptional.

"Everything just works out of the box and allowed seamless integration but when we wanted to customise our solution their team made things easy for us."