NESCAFÉ® Dolce Gusto® reduced failed deliveries by improving the accuracy of customer address data

NESCAFÉ® Dolce Gusto® single-serve coffee machines are a global brand in the Nestle family and are manufactured under the De’Longhi brand. Since using PCA Predict’s smart addressing tool Capture+ within their Magento ecommerce platform, the company has seen a notable reduction in the level of failed postal deliveries brought about by the improved accuracy of address data.

“We regularly evaluate consumer complaints and we have definitely seen a reduction in them since we have adopted Capture+”

A rebuild to improve the customer journey

We were rebuilding a new ecommerce website and we felt that it was a perfect opportunity for us to introduce address validation as part of the process to improve our customer journey.

We also wanted to mitigate the problem of failed random postal deliveries. It is essential that customer parcels arrive on time at the right address. Failed deliveries have a negative impact on the business in terms of reputational damage caused by dissatisfied customers who will not use us again or recommend NESCAFÉ Dolce Gusto to friends or family members. There’s also a significant cost involved in rescheduling a delivery that has failed the first time as there’s admin time plus the postage cost.

We know that address validation has helped to improve the customer journey which has had a positive impact on conversion rates.

“We have seen the most quantifiable improvements in the reduced level of failed postal deliveries brought about by the improved accuracy of address data.”

International data for Magento checkouts

The procurement team went through a rigorous tender process and
PCA Predict came out on top because the service was so compatible with the Magento platform and additionally Capture+ has international postal code validation capabilities. With an already established customer base in America, Europe, Australia and Asia it made sense to have a solution that was effective
over a range of overseas territories.

– Laura Muirhead, Brand Manager, Nescafé Dolce Gusto at Nestlé