The purchase experience doesn't end at the click. What happens from order confirmation to delivery determines whether that customer comes back or not.
In ecommerce, logistics is part of the value proposition. Delivery time, shipping cost, ease of returns, and communication throughout the process directly affect conversion, NPS, and repeat purchase rate.
Despite this, in many digital businesses logistics is managed as a function separate from the marketing channel. The result is that the acquisition and conversion funnel is optimized without accounting for logistics constraints, or the post-purchase experience falls short of the buying experience.
At Elogia we treat logistics as a variable of the digital channel, not a separate function. Media investment decisions, marketplace strategy, and customer experience are coordinated with logistics operations so the full channel works with coherence.
We define logistics strategy based on the channel model: own channel, marketplaces, internationalization. Each model has different logistics requirements and different fulfillment options. The decision to run a proprietary warehouse, use Amazon fulfillment, or work with a third-party logistics provider has a direct impact on costs, delivery times, and customer experience.
We support the selection of the most suitable logistics provider for the business model and operation volume. We publish our annual eCommerce Logistics Providers Guide for Spain each year, with a comparative analysis of the main operators in the market.
We coordinate the technical integration between the ecommerce platform, the logistics provider, and customer service systems so that order status is available in real time at every customer touchpoint.
Communication during the delivery process, ease of returns, and incident management are factors that affect customer satisfaction and repeat purchase rate. We design post-purchase communication processes so that the delivery experience matches the buying experience.