Project Overview
The Address Corrections Initiative aimed to reduce the volume of customer service address corrections across URBN's three brands (Free People, Urban Outfitters, and Anthropologie) by implementing Loqate's address validation solution at checkout. This was a cross-functional effort involving Transportation, Finance, Engineering, and Customer Service teams to improve operational efficiency and reduce costs associated with manual address corrections.
>$2M
Saved in Bottom-line Costs
50%+
Reduction in Address Corrections
Situation
URBN was experiencing a significant and growing volume of customer service address corrections across all brands. Data showed address corrections - across all brands - were increasing at approximately 4% monthly, trending toward 4,000+ weekly corrections if left unaddressed. These manual corrections required customer service intervention, created delays in order fulfillment, and represented an avoidable operational cost. In addition, they created a direct cost for the business, costing us $25 per address correction.
My Role
As Product Manager on the Purchase team, I coordinated the implementation of Loqate's address validation solution across all three URBN brands. This included managing stakeholder alignment across Transportation, Finance, Engineering, and Customer Service teams, defining success metrics, monitoring post-launch performance, and facilitating the 45-day check-in review process to evaluate the solution's effectiveness.
Product
We implemented Loqate's address validation tool at checkout across all three brands. The solution validates and corrects customer addresses in real-time during the checkout process, preventing incorrect addresses from being submitted rather than requiring post-purchase customer service intervention. This proactive approach allows customers to correct their addresses immediately while placing orders, reducing downstream operational burden.
Results
• 35% reduction in address corrections compared to previous baseline
• $2M in annual bottom-line costs saved
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