Selling your products or services becomes a heck of a lot easier when your brand identity clearly defines who you are and what you care about and speaks directly to the people that you want to connect with.
Death Wish Coffee Co. leads with an alternative point of view, providing bold, smooth cups of coffee to their people. They find fresh ways to enjoy coffee and foster community along the way. They’re all about disrupting the status quo which you can see in their edgy, sarcastic content. They live to rebel against blah beans—and a boring, lackluster life.
Saratoga Springs, NY
In July 2021, Death Wish’s was inundated with operational customer service costs from their former Subscription Platform causing customer frustration and churn.
The former subscription platform was creating a large number of issues resulting in a 50% loss of potential subscribers. There was also around 2,000 errors to be fixed on the frontend.
Unfortunately, this left them in a tough spot and they needed a team to help them transition their subscription platform to OrderGroove on Shopify Plus and to help with Conversion Rate Optimization.
Their primary goals were to generate more recurring sales by giving subscribers more control of their plans. As a D2C brand focusing on online transactions and customer subscriptions any down time could cost the company revenue. Their Shopify Store has a customer portal that had to match their brand aesthetic and established UX.
Commence started by completing a comprehensive, full-site audit that provided details on SEO rankings, competitors’ performance, and potential conversion optimizations by using Quantum Metrics. This information was used by Death Wish to set benchmarks for the project’s CRO goals.
In the end, Commence needed to migrate tens of thousands of customers to the new subscription platform with minimal errors while locating and fixing bugs on the front end.
Commence Studio successfully migration 100% of all customers without any data loss and kept recurring payments vaulted through the transition.
The reduction in friction from the combined efforts reduced operational expenses for cost of goods sold by 20X.
Former Director of Ecommerce and the current Director of Acquisitions for Death Wish Coffee Company said this:
“Commence facilitated a seamless transition. In fact, most of our customers were completely unaware of the change… After the second quarter of 2022, we have sales values in the six-figures we can recoup from site fixes when we make them. This return on our investment — Commence making these fixes — is our biggest metric.”
“But after testing, there were only a few left, and that’s all due to Commence’s thoroughness. Since the launch of this new subscription platform, we’ve finally seen an increase in subscribers… It’s like magic.”
Selling your products or services becomes a heck of a lot easier when your brand identity clearly defines who you are and what you care about and speaks directly to the people that you want to connect with.
