EKM Integrates with Anansi To Help Retailers Better Protect their Customer Delivery Experience
We’re excited to announce a new integration Partnership with EKM, the UK’s largest e-commerce platform. EKM is a UK-based e-commerce website builder that helps UK businesses successfully sell online. Since 2002 EKM has helped over 100 thousand independent retailers across the UK and Ireland, servicing small businesses and entrepreneurs from across all business sectors.
The new platform partnership means that EKM can now provide their entire network of retailers with the Anansi automated goods-in-transit insurance. The new service removes the pains associated with reliance on carrier liability, with its frequently misunderstood coverage conditions, and offers an automated hassle-free alternative.
Crucial last mile delivery experience
The last mile delivery process is a critical part of the customer experience. It is the last chance that retailers have to make a lasting impression on customers and sustain their trust for repeat purchases. However, it is during this phase of transit that packages are most vulnerable to getting lost, damaged or delayed.
A survey showed that 51% of e-commerce customers had at least one item go missing during a 6 month period, and that the average number of times that packages are dropped or damaged on route is 17 times! Not to mention the regular delivery delays caused by increasing disruptions across the supply chain.
These shipping incidents can regularly harm a customer’s experience during this final stage of transit, and often result in a refund demand, cancellation of an order, or a request for an expedited replacement. All the while, the retailer incurs the financial loss of a product or is left with damaged goods to reclaim, repair, resell or right off. And their reputation is impacted whatever the mishap.
Radically transforming the customer experience
With Anansi, EKM retailers will have greater oversight and control of the delivery experience, be able to rectify the mishap faster, recoup the full retail value of lost items and ultimately better protect their customer experience.
The new insurance service links directly to the EKM App Store, making it easy for retailers to access the new service. Mark Gilbertson, Channel Partner Manager at EKM said:
“We’re thrilled to partner with Anansi to provide our retailers with an innovative solution that protects their customer experience during the last-mile delivery process. By automating the claims process and offering touchless reimbursements, EKM retailers can focus on growing their business while Anansi takes care of the rest.”
Touchless claims remove the burden of admin
One of the biggest problems that retailers face when goods get lost or delayed in transit, is managing a manual carrier claims process. Filing claims across a number of different carriers can be timely and frustrating and often involves chasing and a lot of admin in an effort to recoup some, but rarely all, of the loss.
The Anansi solution removes the manual resource-intense process and gives retailers back that lost time which often exceeds the financial benefits gained. Claims for both loss and delay are touchless; they generate automatically after a set number of days following the expected delivery date, and reimbursements for items’ full retail value are also triggered instantaneously.
EKM retailers will no longer have to spend time dealing with customer service enquiries when customer shipments get lost, delayed or damaged or endure a frustrating courier claims experience trying to recoup the loss.
Innovative insurance automation
The Anansi solution is part of a wider insurtech movement using digitalisation to enhance the customer experience. It’s no secret that businesses with a customer-centric omni-channel strategy can offer a more consistent customer journey than those that rely on a disjointed experience spanning a variety of channels, such as phone, online forms, and web portals. Digital and connected customer flows, like the Anansi insurance experience, instantly elevate the customer experience.
The new partnership helps EKM to empower UK retailers to successfully sell online and better protect their customer experience whilst enabling Anansi to extend its automated product to more ecommerce businesses and close more of the last mile protection gap.
Megan Bingham Walker CEO & Co-founder of Anansi says:
“We’re really excited to start working with EKM who provide an outstanding service to thousands of UK businesses selling online, and are looking forward to helping alleviate their challenges associated with lost, damaged and delayed goods in transit.”
Get in touch
If you’d like to find out more about Anansi Partnerships get in touch. Or, if you’re a UK business looking to successfully sell online, sign up for a 14-day free trial with EKM.
