Amazon Shipping insights & news
Boosting the bottom line
and customer experience for
KK Music
Discover how KK Music diversified ground shipping services and improved customer and employee experience.
KK Music was founded as a one-stop shop that promised to ship musical instruments and accessories quickly, and at reasonable prices. After years of growth, the company is delivering on that promise and helping musicians across the country. Its success led to its acquisition by Thrasio in 2018 and the growth has continued.
However, when Juan Talavera, online business manager, began working at KK Music, he quickly noticed the return rate of its products hovered between 12 and 13%. “This is about double the normal ecommerce return rate,” says Talavera. To get a better handle on quality assurance processes, Talavera wanted to bring fulfillment in house and explore new, cost-effective services for ground shipping.
However, when Juan Talavera, online business manager, began working at KK Music, he quickly noticed the return rate of its products hovered between 12 and 13%. “This is about double the normal ecommerce return rate,” says Talavera. To get a better handle on quality assurance processes, Talavera wanted to bring fulfillment in house and explore new, cost-effective services for ground shipping.
Diversifying ground shipping services, bettering the bottom line
With fulfillment in-house, Talavera needed another shipping option that could pick up from his warehouse and ship orders from multiple online stores. That’s when he found Amazon Shipping at the 2023 Accelerate conference. During KK Music’s first month using Amazon Shipping, they saved $8,000 thanks to competitive rates on heavy and bulky items.
Label printing made easy
After KK Music signed up with Amazon Shipping they needed to fully integrate the ground shipping service into their fulfillment infrastructure so that they could automatically print shipping labels. This meant connecting it to their third-party label printing software. This software not only speeds up the fulfillment of original orders shipped using Amazon Shipping, but facilitates the fulfillment of replacement parts as well. The software “made it very, very easy for our support teams to come in and create their own replacement order,” says Talavera.
Improving customer and employee experience
As Talavera continued to look for growth opportunities, he found that issues with order tracking provided by other providers were causing customer problems his team was expected to solve. A major point of friction was ensuring that customers knew when their shipment left KK Music’s warehouse. Talavera recalls, “we had products that had been picked up, but they were not updated on tracking. We had tons of inbounds from customers saying, where is this product?” Today, Amazon Shipping is able to provide clear and consistent communication about orders. A simple email with the status of the shipping process, location of the parcel, and estimated delivery date, provide KK Music’s end customers clear delivery expectations. This has improved customer confidence and reduced the burden on customer service.
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