It is very common to leave the tracking of online store shipments in the hands of logistics companies. But the client should NOT have to interact with a website or DHL among others. If they buy in your store, the ideal is that the emails they receive remain yours, and the websites they reach, too. For this reason, today we are talking about shipment traceability for ecommerce.
‘ is a company that works very well on traceability, from there it creates very interesting loyalty opportunities. We are going to see it in detail with Raquel Llorente, its Country Manager in Spain.
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Interview with Raquel Llorente (Qapla’)
3:27 What is Qapla’?
When I entered 2018 Qapla’ was only a few years old, it was born in 2014 as a by-product of a marketing agency, of a need for a client who needed a control panel to manage shipments at the traceability level.
Qapla’ is a shipping control system that allows ecommerce and marketplaces to optimize the different shipping processes. From the label printing part, to the entire traceability part, multi-carrier tracking, with a centralized panel to control everything that happens with the shipments, and the entire marketing part, using all the tracking information to include the voice of the ecommerce in the banners and orders,
The purchase does not end when the buyer puts his card, but when the package reaches his hands. We do all this process in the most personalized way.
10:16 What is the current photo of this project?
When I joined we were 4 employees working only for the Italian market from the headquarters in Florence, we also had another office in Switzerland. We are now in the process of opening an office in Spain. Right now we are 43 people, we have grown quite a bit. We are divided between Italy and Spain, but we also have a partner in Switzerland and the UK.
We are in the process of internationalization. last year that helped us prepare the ground a bit and in 2022 there will be news.
At the billing level, I can say that we have been doubling the figure every year, which has allowed us to grow. We have about 2,000 clients internationally, most of which are taken by Italy, specifically 70%. Then we have a lower percentage in other countries such as Switzerland, the UK, or India. We have worked on developing integrations with carriers, we have up to 170 in places like Australia, Asia or Africa, the platform is designed so that it can be used from anywhere.
13:25 What do we call traceability?
It is a fundamental part for the user experience and the profitability of ecommerce, an aspect that must be taken care of 100% because keeping the customer informed at all times, in each order status will influence the recurrence of purchase and the . If not taken care of, it can cause negative opinions, a happy and informed customer at all times on the status of their order can spend between 33-67% more than a new customer.
We place a lot of emphasis on this issue because in the end it is much cheaper to take care of the customers you have by offering excellent service than to acquire new ones, we must take advantage of what we have at home and offer the best possible service. On the ecommerce side, it is important to have proactive control over everything that happens with your shipments, especially if you work with several carriers.. In this way, an e-commerce can have accurate information about delays, incidents or failed delivery attempts in real time so that the support team can intervene by offering quick and centralized solutions.
We do an exhaustive job because each carrier is a world. We map and standardize all the states of the carrier so that the end customer and the ecommerce have clear information. Qapla’ comes into play from the moment the carrier picks up the package and the transit begins. We take care of communicating all the status of the order. In a personalized way, we offer the technology but
22:18 What do you mean when you talk about post-sale marketing?
We are talking beyond the personalization of emails, the post-sale process, depending on which can be different from branding emails or marketing emails. An email on the tracking page has a high opening percentage, in some reports from our client base they reach 80%. Because it is a long-awaited mail that we always open.
This makes it the right time and place to go talk to your client, because they are more receptive to communication with you.. You can show other products or offers so that they can buy again, generating new orders at 0 cost from this channel.
we are connectorswe are added to all platforms but we connect to all kinds of webservice. In other cases we can provide our APIs to connect to any platform.
30:02 Different actions are included in the delivery confirmation email, right?
Yes, this is very important. We work with several companies, for example, something that usually happens is that many customers forget about the positive opinion, When the delivered mail arrives, it is interesting that it arrives with a URL that says “your package has arrived, leave us an opinion”. Even in other states, insert a widget with a carousel and several opinions so that the customer can see what other customers say about that ecommerce while waiting for the order.
There are two types of integrations with carriers that can be done in Qapla’ depending on the needs of the client. You can use only the part of tracking, marketing, labels, combine them or have it all together. For the tracking and marketing part, we have integrated 170 carriers around the world. For the logistics part we have less, but we are very well covered. And to majors we have carriers for the printing of labels in other countries.
39:00 How much does your services cost?
Right now we have two offers: up to 1,000 shipments €59 per month and 1,000 to 5,000 shipments €149 per month, includes all services with integrations, marketplace, carriers….etc. If we go over shipments there are two ways: a shipping price for each number exceeded and the enterprise solution that is made with customized solutions and stronger integrations.
43:07 What is the brake so that people have not hired you yet?
We entered Spain 2 or 3 years ago, we are already becoming popular but there is still a lot of work to be done. What we see most is the reluctance to change, we find cases of ecommerce that should already have automations, but many do not want to change out of fear.
Learning integrations, changing an entire process, and bringing in an outside company sometimes creates fear. We help the client as much as possible to make it simple. We have an onboarding team that help clients from when clients sign up until they start working so that there are no doubts and they carry the change well.
48:50 What are you working on?
We are cooking many things, now we ares focused on the last quarter, now months are coming where orders increase and many ecommerce need help to face this wave We are focused on preparing these 3 months.
We also have internationalization projects and news that you will see which we can’t announce yet. Stay tuned.
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