Imballaggi 2000: how B2B post-purchase became a revenue channel
- 6.6% conversion rate from tracking emails in the first year
- 98% of shipments delivered in under 24 hours
The challenge
Imballaggi 2000 Packaging Solutions is a B2B eCommerce with over 1,000 products in its catalogue and more than 300,000 customers per year, ranging from SMEs to multinationals. In B2B, on-time delivery is not a nice-to-have: it is the reason customers come back — or stop doing so. A delay in the delivery of packaging materials can mean production downtime and an immediate loss of trust.
- No proactive visibility on delays and exceptions
- Manual tracking monitoring for every shipment
- Zero post-order communication
- The customer relationship broke down at the most critical moment
The solution
Imballaggi 2000 implemented a structured Customer Delivery Experience strategy with Qapla', tailored to the specific needs of B2B.
1
Branded notifications from Imballaggi 2000
2
Automatic alerts on problematic shipments
3
Personalised tracking pages
4
Post-delivery as a sales channel
The results
6.6%
conversion rate from tracking emails
98%
of shipments delivered in under 24 hours
"Thanks to Qapla' we saw fewer support requests, more informed and satisfied customers, and a delivery that went from a simple logistical obligation to a genuine lever for branding and loyalty."