With an estimated revenue of R$ 7.93 billion in e-commerce during this year’s Black Friday, according to ABComm, the e-commerce industry is preparing for the date with special attention to the biggest cart abandonment culprit: shipping. Intelipost, a leading logistics intelligence company in Brazil, is already prepared for the period, with enhancements to tackle the demand and traffic peaks.
Intelipost’s TMS allows scalability, optimization of transport routes, and real-time analysis of operational data. In 2023, there were 25 thousand freight quotes per minute on Black Friday and over 600 thousand orders processed throughout the day. Now, with a client portfolio of over 700, the company aims to surpass these numbers.
“Our customer satisfaction rate for November Black 2023 was 98.8%, and on Black Friday + Cyber Monday, it reached an incredible 100%. We achieved these numbers because we are always ready to meet different needs, and these customers understood the real impact logistics has on the customer journey,” says Ross Saario, CEO of Intelipost.
Currently, the cart abandonment rate hovers around 70%, with 48% of that percentage related to delivery costs. “When you give importance to shipping, especially in seasonal dates like this, with logistics management, you optimize operations and consequently convert more sales,” explains Ross.
For 2024, Intelipost’s customer support hours will be extended during November Black and Cyber Monday, also implementing an advanced monitoring model for its APIs and services, segmented by support and usage levels. Each team will be responsible for a specific area, with customized dashboards and alerts to ensure efficiency.
Grendene, one of the world’s largest footwear companies, believes to be more prepared for the date this year, both in terms of technology and delivery logistics, mainly due to the partnership with Intelipost, which has already resulted in a 13% decrease in wrongful charges with carriers and only a 2% discrepancy during reconciliation. This optimization, coupled with the distribution of volumes during Black November, instead of a concentration of orders on the date, brings a better customer experience and greater operational financial efficiency.
Intelipost also provides pre and post-seasonal reports for its clients to prepare with the data and behaviors presented. In 2023, in relation to the previous year, the volume of quotes on the Thursday before Black Friday increased by 38%, indicating that people better planned to monitor possible promotions and shopping opportunities in advance, and on Black Friday itself, the highest peak of quotes occurred already at 8 in the morning, showing how anticipated the date is.
