|"Refunds due to large file distribution and download issues are now non-existent. Customer support contact is down by 40% and customer satisfaction appears to be much higher regarding the download experience."
-- Simon Bangs, Brand Manager, inMusic
inMusic Brands — a family of leading music technology and consumer electronics brands that delivers advancements in engineering, design, and technology.
inMusic faced limitations with a complicated eCommerce platform, operations, and increasing vendor costs and customer complaints.
- Large files, high costs, and distribution problems. InMusic has huge files (up to 40gb), and either had to pay a large sum to Digital River or find a 3rd party company to host them. The 3rd party provider they chose did not operate in real-time, which meant no instant customer receipts or downloads. This caused up to 15 minute delays in order fulfillment, which then created a surge of customer complaints about file delivery.
- Customer chargebacks and loss of sales. Since over a quarter of all chargebacks are attributed to content never arriving, delays in order fulfillment increased the amount of refunds inMusic had to issue to disgruntled customers.
- Internal inefficiencies and confusion. inMusic had 12 products, but “did not [have] the ability to represent different Brands” within one experience using the dashboard Digital River provided. Instead, users had to navigate through a complicated authentication process to move between orders. Multiple accounts for multiple brands rendered a completely suboptimal experience, both for inMusic and the customer.
- High operating costs. inMusic relied on piecemeal eCommerce solutions by having to use multiple services to sell and fulfill software online. That complicated operations, raised their cost of doing business, and lengthened the administrative time needed to resolve a rising number of customer complaints.
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SWITCHING TO A Responsive and Sophisticated eCommerce Platform
inMusic Brands realized they needed a digital commerce partner that would not only assist them in smoothing out their expensive and convoluted operations, but also help them resolve their customer service issues. For that, they switched to FastSpring.
FastSpring fully handles delivery and resolution if any issues with file distribution. If a customer’s large file download slows, FastSpring throttles delivery to pick up where the last section fell off in order to ensure high success rates.
inMusic no longer needs to have the infrastructure to host content delivery; FastSpring now handles that. inMusic “[has] seen a significant reduction in file hosting costs, as [they] are now able to manage all downloads directly through the FastSpring system.”
Furthermore, because they no longer need to run a duplicate backup system for their files, their back-office costs were slashed and their efficiency and delivery performance skyrocketed. “Centralized reporting has also significantly reduced [inMusic’s] account time, and reduced the time taken to complete [their] sales review process.”
|"Thanks to FastSpring's ability to localize payments, customers are now seeing the price presented in their own currency, with clear information about the prevailing rate of Taxation. This has inspired buyer confidence, significantly reducing our cart abandonment rate by an estimated 30%.”|
Lastly, FastSpring was able to enhance the international localization process for inMusic’s brand tremendously. inMusic’s English-only site was relatively inhospitable to their international market, which meant their European buyers were going to resellers. FastSpring’s platform allows inMusic to sell around the world in over a dozen currencies and in more than 20 languages based on customers’ IP addresses.
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successful file delivery, streamlined operations, and reduced customer complaints.
inMusic was able to consolidate their multiple logins for multiple brands (12 to be exact) to one account with a single login. Today, they manage them all in one experience, which gives them unprecedented control over how their customers see and interact with them. The transition has “significantly reduc[ed] administrative management hours” and “enabled a lean and efficient team to handle a greater number of requests in a quicker time period.”
|"With FastSpring, we're delivering huge files instantly, directly to customers immediately upon completion of the order, or over email after the transaction. Our customer support contact refund rate has reduced by nearly 40% from our old large file delivery system. Customers are now less confused and more satisfied. They no longer need to complete an order from one system, then log into a separate system to redeem the digital software files.”|
In doing so, FastSpring helped to resolve inMusic’s customer service issues and gave them far greater control over their website’s user experience. Within the first month, they “saw a 30% conversion increase” with FastSpring’s standard web storefront. The automatic localization of their brand also means European buyers now purchase direct from their site.
Interested in seeing how your own digital business can experience revolutionary results? Get started with FastSpring today.