The Challenge

Protecting quality goods in transit

In the last three years, SunJoy experienced remarkable growth driven by the eCommerce boom and their commitment to delivering world-class service. Focusing on branded technology products, they quickly recognized the need for a robust shipping solution to protect their growing business from potential shipping mishaps.

Established in 2007, SunJoy reigns as a leader in promotional products, offering top-tier tech, golf accessories, and drinkware. From concept to manufacturing and delivery, SunJoy sets industry standards as a one-stop solution, pushing for exceptional customer experiences.

Prior to integrating DeliveryDefense Address Confidence, disputes over lost orders bogged down SunJoy’s claims department, which consumed valuable time and resources, impacted their bottom line, and posed a threat to their reputation for stellar service. With soaring eCommerce sales, the stakes were higher than ever to find a solution that would align with their shipping needs and maintain their outstanding customer experience.

The Solution

Unlocked efficiency and enhanced customer experience with address confidence scores

SunJoy sought to enhance their post-purchase experience with DeliveryDefense™ Address Confidence, an AI-powered tool that uses enriched delivery data to help businesses predict delivery outcomes before a shipping label is even created. In just one day, they were able to easily integrate the DeliveryDefense Address Confidence API into their order management system between the order fulfillment and order intake processes. Armed with insight into over 130 million US addresses, they began to make informed shipping decisions to help improve their delivery success rates.

Using address confidence scores ranging from 100 – 1,000 with 1000 indicating high confidence, SunJoy is empowered to proactively assess risk and streamline their internal processes to increase higher chains of command for at-risk shipments. Addresses scoring under 700 trigger a validation process by SunJoy’s dedicated customer support team to confirm that the order is valid. This meticulous vetting process fortifies the delivery chain by implementing precautions, such as adding mandatory signatures or redirecting shipments to secure UPS Access Point® locations.

Within the initial three months of using DeliveryDefense Address Confidence, SunJoy conducted over 34,000 address searches, revealing that 4.2% of those addresses scored under 700, indicating a 16x higher likelihood of loss compared to higher scores. Notably, 260 addresses scored under 300, presenting a 21x higher risk of an unsuccessful delivery.

The Result

Building customer trust and loyalty through partnership

By collaborating with a partner whose values aligned seamlessly with their own, SunJoy ensured that their dedication to unparalleled customer experiences extended to the resolution of shipping mishaps, bolstering their position as a reliable industry leader. DeliveryDefense Address Confidence provided them insights into delivery data that they never had before. In just a short time, SunJoy discovered that over 4% of their searched addresses scored under 700, prompting quick implementation new internal processes to prevent potential post-shipment mishaps.

Leveraging DeliveryDefense Address Confidence helps SunJoy reduce up to 35% of their losses by alerting them of high-risk deliveries and giving them the opportunity to redirect shipments to a safer location, add adult signature required, or leverage UPS Access Point locations.

SunJoy’s integration with DeliveryDefense Address Confidence solidified their commitment to delivering exceptional customer experience while proactively managing shipping risks. In a competitive industry, their dedication to reliable shipping helps to secure seamless experiences, setting the stage for continued growth.