Gruns is a health and wellness brand that was looking to maximize every customer interaction. They knew their customers often wanted to add products after their initial purchase, but the friction of placing a second order meant lost revenue.
The Challenge
Gruns faced two interconnected problems:
- Support overload: Customers frequently contacted support for simple order modifications
- Missed revenue: The post-purchase moment was being wasted instead of leveraged for upsells
The Solution
Order Editing transformed Gruns' post-purchase experience:
- Smart upsell recommendations based on the customer's cart
- Self-service order modifications to reduce support load
- Seamless payment handling for adding items to existing orders
- Integration with existing tech stack for smooth operations
Results
In just 67 days, the results spoke for themselves:
- $20,000 in additional upsell revenue
- Thousands of support tickets eliminated
- Higher average order value across the customer base
- Company-wide satisfaction with the implementation
“In the 67 days we've worked with Order Editing, we have made $20k in upsell revenue, eliminated thousands of support tickets, and had great feedback from all collaborators company wide! Hamish, Kiril (and team) are a delight to work with.”
