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Case Study

BrüMate automates returns while elevating the customer experience

See how BrüMate delivers a first-class customer experience while driving new sales with Returnly.

The Challenge

BrüMate set out to innovate the drinkware industry. As their collections grew from mugs and tumblers to growlers and BrüTanks, sales grew too – and quickly. CEO and Founder Dylan Jacob knew he needed to find a way to automate returns not only to alleviate his team of high-touch tasks but also provide his customers with a solution that was self-serve and sophisticated.

The Solution

With Returnly, Customer Service Manager Colin Waters could finally automate BrüMate’s entire process so customers could return without contacting support and stay informed with custom return tracking and email alerts. Returnly also offered a ready-to-go integration with long term 3PL provider, ShipMonk, unlocking visibility into returns across BrüMate’s warehouses. Colin soon realized that not only did they find a returns partner that seamlessly integrated with his tech stack, but one that had a measurable impact on BrüMate’s bottom line.

The Solution

The Results

Outcome #1 - A first-class customer experience

The impact that automated returns offered BrüMate was twofold: Returnly was saving Colin’s team time while also elevating the customer experience to better align with the BrüMate brand. “We’re seeing 98% automation with Returnly. This frees up my team to focus on other responsibilities and alleviates customers from having to manually follow up should their original purchase not work out. We love the automation and cost savings, and our customers love the simplicity and ease; It really feels like a first-class customer experience.”

Outcome #2 - Higher AOV on Instant Credit repurchases

BrüMate leverages Returnly’s Instant Credit solution allowing customers to find something new while their return is being processed. Now BrüMate sees 38% of returners use their Instant Credit and are spending more when they do. “Not only does Returnly allow us to retain otherwise lost revenue, but we find customers spend more when using Instant Credit. For example, let’s say a customer returns an item because it wasn’t the right color. We often see them come right back to buy something new plus additional items or gifts for friends.” With Returnly, BrüMate is able to retain more revenue and drive new sales. On average, they enjoy 33% uplift on Instant Credit repurchases.

Outcome #3 - Data that drive returns volume down

With Returnly, Colin realized he could capture insights to identify why customers were returning certain items allowing his team to drive product and site improvements that decreased BrüMate‘s overall returns volume. “Return reasons have enabled us to really dial in and uncover trends regarding why customers are returning items, such as fit or finish. With this data we’ve been able to make simple adjustments to product pages so customers are better informed of features, enabling us to drive our overall return rate down even further. Now we find that just over 1% of customers return, which is incredible.”

Conclusion

As BrüMate‘s business continues to grow rapidly, Colin makes sure to choose partners that grow with them. “With Returnly, we’ve been able to seamlessly integrate our tech stack. The service is phenomenal and our Success Manager is constantly sharing solutions that are strategic for our unique business. It’s exciting to see new developments in the roadmap that we don’t even have to ask for. Overall, Returnly makes my life a lot easier. I don’t lose sleep over returns, ever.”

  • Brand image

    Industry Drinkware, coolers

    Key Products Returnly Credit

    Website returns.brumate.com

  • Business Impact

    38% repurchase rate, 33% repurchase uplift, 98% returns automated

Colin Waters, Customer Service Manager

“We love the automation and cost savings with Returnly, and our customers love the simplicity and ease; It really feels like a first-class customer experience.”

Colin Waters, Customer Service Manager

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