Fashion firm Oh Polly tackles customer order changes challenge with deployment of Order Editing technology
Oh Polly has gone live with Order Editing, which lets customers make changes to their orders without emailing support.
The latter says that its self-service portal eliminates 30% of support tickets and drives more sales by turning edits into a shopping experience. Customers see recommended products based on past orders that they can add and pay for in one click.
In a LInkedIn post, Hamish McKay, Co-founder at Order Editing, said: “I am eight months full-time on our startup, and this is by far our biggest launch to date... £113 million brand Oh Polly.”
He added: “I met Alix McShane (Head of Customer Service at Oh Polly and Bo+Tee) in November 2023 with a version of Order Editing that was not ready for a brand of this size. But we persisted because order changes are a massive problem for them.”
“I’m talking about manually editing 400 orders a week! A full-time employee, just fixing mistakes made at checkout. Not only this, but a top reason for returns was not being able to edit or cancel an order in time.”
He concluded: “I blasted Paramore all morning and danced around the house thinking about the impact we're going to have together...Hundreds of thousands of customers will use our app over the next year, saving thousands of hours of manual labour, and tens of thousands of returns.”
2024 RTIH INNOVATION AWARDS
Startups are a key focus area for the sixth edition of the RTIH Innovation Awards, which is now open for entries.
The awards, sponsored by CADS, 3D Cloud, Retail Technology Show 2025, and Business France, celebrate global tech innovation in a fast moving omnichannel world.
It’s free to enter and you can do so across multiple categories.
Key 2024 dates
Friday, 25th October: Award entry deadline
Tuesday, 29th October: 2024 shortlist revealed
30th October-6th November: Judging days
Thursday, 21st November: Winners announced at the 2024 RTIH Innovation Awards ceremony, to be held at RIBA’s 66 Portland Place HQ in Central London.
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