Case Study
Case Study
Case Study
BrightPath Logistics
Norse Star Collective came to us before peak season with a simple request: remove the busywork that slows support and frustrates customers. Weekly reporting also ate half a day and rarely arrived in time to guide decisions.
Year:
2024
Year:
2024
Year:
2024
Industry:
Retail & E-commerce
Industry:
Retail & E-commerce
Industry:
Retail & E-commerce
Team:
38 people, 4 in support
Team:
38 people, 4 in support
Team:
38 people, 4 in support
The Problem
The Problem
The Problem
Support was flooded with “Where is my order?” (41% of emails). Data lived in three systems, reports took half a day every week, and delays created anxious customers.
Support was flooded with “Where is my order?” (41% of emails). Data lived in three systems, reports took half a day every week, and delays created anxious customers.
Agents wasted time switching between Shopify, a 3PL portal, and the helpdesk just to provide basic status updates. On top of that, weekly reporting consumed half a day and still failed to give managers actionable insights on time. The context was fragmented, with order IDs, tracking numbers, and carrier events scattered across separate tools.
increase in retention
+15%
increase in retention
+15%
increase in retention
+15%
hours/month saved
50+
hours/month saved
50+
hours/month saved
50+
Refunds tied to delivery anxiety
-14%
Refunds tied to delivery anxiety
-14%
Refunds tied to delivery anxiety
-14%
Solution
Solution
Solution
We mapped the full post-purchase journey—from checkout to delivery—and prioritized high-frequency, low-risk improvements. The approach emphasized defaults, timing, and transparency so the faster path became the natural one.
We mapped the full post-purchase journey—from checkout to delivery—and prioritized high-frequency, low-risk improvements. The approach emphasized defaults, timing, and transparency so the faster path became the natural one.
The solution focused on three simple but impactful automations: a live status panel directly inside the helpdesk, proactive notifications when carrier delays occurred, and automated Monday reports delivered to operations. These small, reliable changes made information visible at the right moment, eliminated copy-paste work, and gave managers data they could act on immediately. Why this worked: - Behavior-first design: Helpful actions became the default, not an extra effort. - Small wins that compound: Seconds saved per ticket scaled across volume. - Human-in-the-loop: Agents stayed in control, which built trust and adoption.
Testimonial
Testimonial
Testimonial
Before working with Logica, my team was overwhelmed. Almost half of our support tickets were just order status questions, and managers spent hours on reports that rarely helped. We constantly felt one step behind.
Before working with Logica, my team was overwhelmed. Almost half of our support tickets were just order status questions, and managers spent hours on reports that rarely helped. We constantly felt one step behind.Before working with Logica, my team was overwhelmed. Almost half of our support tickets were just order status questions, and managers spent hours on reports that rarely helped. We constantly felt one step behind.
Before working with Logica, my team was overwhelmed. Almost half of our support tickets were just order status questions, and managers spent hours on reports that rarely helped. We constantly felt one step behind.Before working with Logica, my team was overwhelmed. Almost half of our support tickets were just order status questions, and managers spent hours on reports that rarely helped. We constantly felt one step behind.
Before working with Logica, my team was overwhelmed. Almost half of our support tickets were just order status questions, and managers spent hours on reports that rarely helped. We constantly felt one step behind.
Andrew W.
SEO of Norse Star
Andrew W.
SEO of Norse Star
Andrew W.
SEO of Norse Star
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YOUR FIRST STEP
Book a free 30-minute call.
My job is to make sure you leave the first call with a clear, actionable plan.
Jessica Burns
Client Success Manager
YOUR FIRST STEP
Book a free 30-minute call.
My job is to make sure you leave the first call with a clear, actionable plan.
Jessica Burns
Client Success Manager
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Whether you have questions or just want to explore options, we’re here.
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Ready to start?
Get in touch
Whether you have questions or just want to explore options, we’re here.