“We switched from another upsell app to Order Editing for all of our upsells and made 75% more sales”
Company
Dr. Muneeb Shah's @DermDoctor account reaches 17.7M followers with science-backed skincare advice — so when he launched Remedy Skin, Target took notice. The dermatologist-founded brand earned shelf space by delivering clinical expertise instead of miracle-ingredient marketing, but rapid success created an unexpected operational crisis.
Alec DelValle's customer experience team found themselves drowning in preventable support tickets just as order volume was surging.
"Order Editing has changed the game. Reducing address issue headaches and increasing upsell value."
Challenge
Growth usually feels risky — and Alec DelValle was feeling it. As Remedy Skin's Customer Experience Manager, he watched explosive order growth threaten the precision his dermatologist-founded brand was built on.
"Before implementing Order Editing, our team was buried in repetitive address changes, order corrections, and preventable replacement shipments," recalls Alec DelValle, Customer Experience Manager. "These manual fixes created operational drag and, more importantly, a frustrating experience for customers who had to take time out of their day to contact us about simple adjustments."
Solution
"Lachie made the onboarding as seamless as you could ever want," recalls Alec.
Order Editing embedded across Remedy's entire post-purchase flow — Thank You pages, confirmation emails, and order status tracking — replacing their previous upsell strategies and giving customers immediate control without contacting support.
Right away, address editing tickets dropped 58%. Customers stopped reaching out and started self-servicing.
But something unexpected happened, and a promise we made to Alec came true — that the app would pay for itself 10x over. While customers were editing their orders, they started seeing product suggestions they could add.
The recommendations were so well personalized that Remedy found themselves making $14.47 in additional sales every single time a customer edited their order, driving upsell revenue to nearly double what their previous upsell app had produced.
"Order Editing removed that bottleneck by shifting simple changes into a seamless self-serve experience, giving customers immediate control while freeing our team to focus on higher-value interactions."
— Alec DelValle, Customer Experience Manager
Results
Order Editing delivered exceptional performance in unlocking additional revenue while supporting Remedy Skin's customer service team.
- Nearly doubled upsell revenue — 75% more than what their previous upsell app generated, without adding a separate app to the stack
- Eliminated support bottleneck — 58% fewer address tickets despite 45% order volume increase
- Generated significant revenue growth — 14% AOV increase, 29% more products per order
- Freed team capacity — 2,908 orders self-served, 1,851 address changes handled automatically
- Created discovery moments — 1.5% of all online orders included an Order Editing upsell
"Implementing Order Editing has been one of the most strategic operational improvements we've made. It transformed a high-volume, manual support burden into a seamless self-serve experience, allowing our team to shift focus from transactional fixes to high-impact customer engagement. What makes it especially powerful is that it operates as both an efficiency lever and a revenue driver. By reducing cost per contact while creating natural, frictionless upsell moments, it strengthens both the customer experience and the bottom line. For e-commerce teams thinking beyond reactive support and toward scalable growth, Order Editing is not just a CX tool. It's a smart operational and revenue strategy."
— Alec DelValle, Customer Experience Manager
