About

OpenStore is the largest Shopify-based portfolio company, comprised of over 40 high-growth brands, including Jack Archer, Future Kind, and EXO Drones. With $170M in funding from investors like Atomic, Founders Fund, and General Catalyst, OpenStore helps entrepreneurs easily sell their business to start their next big project. 

Challenge

OpenStore wanted to deliver a world-class post-purchase experience to cement customer loyalty

As a company that specializes in taking great brands to greater heights, OpenStore knew how important the post-purchase experience was in driving repeat business and cultivating loyalty. To give customers peace of mind about their purchases, OpenStore previously offered every brand in its portfolio shipping protection for lost, damaged, or stolen items at the point of sale. While this service helped OpenStore's brands protect their customers’ purchases, Storefronts Lead Dov Quint felt this addition wasn’t comprehensive enough.

Like many established companies in the eCommerce space, OpenStore had partnered with a prominent shipping protection provider to mitigate risk. However, the scope of this provider's services lacked consumer appeal without any real loyalty component. To foster lasting customer relationships, Dov needed to elevate every aspect of the post-purchase experience.

“Our previous shipping protection partner wasn’t going above and beyond to drive a world-class customer experience. We wanted a solution that could help us provide truly exceptional benefits to our brands’ customers.”

Solution

Onward's comprehensive post-purchase benefits help OpenStore’s brands effortlessly delight their customers

When Dov came across Onward, he knew he had finally found the perfect answer to his dilemma.

Within two weeks, OpenStore had integrated Onward's all-in-one shipping protection solution across its entire portfolio. This process introduced its brands' customers to all-new benefits like free returns, CashBack credit, a satisfaction guarantee, and even carbon-neutral shipping. Onward's shopping cart widgets make it easy for shoppers to enroll in these benefits before they check out from an OpenStore brand. Plus, OpenStore can fully customize every element of the Onward experience – widgets, order confirmation emails, and claims flow – to match each brand's style.

While Onward's shipping protection benefits went far beyond his previous provider’s, what truly won Dov over was our highly collaborative team of eCommerce veterans. Between monthly performance reviews and ad-hoc strategy shifts, the Onward team pulled out all the stops to ensure OpenStore extracted the most value from their solution. The best part? Thanks to its order-based pricing model, OpenStore delivers best-in-class post-purchase benefits without any financial risk.

“Onward has become a true extension of our team. They provide excellent service to our brands and always reply to customers within the hour. It’s been a pleasure to work with them.”

Results

OpenStore increased net revenue by over $400K in one year with Onward

With Onward at its side, OpenStore transformed shipping protection from a nice-to-have to a competitive advantage. Since our partnership began, Onward's comprehensive post-purchase benefits have become a core CX pillar for every brand in OpenStore's portfolio.

And the results speak for themselves:

Moving forward, Dov is eager to expand OpenStore's portfolio of high-growth brands, knowing the CX experience will remain consistent as that number rises.

“We’re eight months into our relationship with Onward and couldn’t ask for a better partner. Their solution is spot-on, and their team is always open to feedback.”