How Bolt drove double-digit conversion rate increases while eliminating fraud for POLYWOOD

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increased spend from Bolt network account shoppers vs guest shoppers

higher checkout conversion from recognized Bolt shoppers vs guest shoppers

Polywood Outdoor

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<h3>Partnership Update: Five Years of Success and Counting [2023]</h3><p>After benefiting from Bolt's partnership for over five years, POLYWOOD continues to see a consistent and positive impact on their business. According to Sean Valencourt, EVP of Information Systems at POLYWOOD, “Bolt’s continuous improvement and trailblazing mindset mirror our own, and the results speak for themselves as we see a continual improvement in overall checkout conversion rate.” Thanks to Bolt's bundle of innovative solutions, including checkout, fraud, indemnification, and SMS order tracking, POLYWOOD's checkout conversion has soared by an impressive 45.3% since adopting Bolt.</p><p>Bolt's ability to provide dynamic solutions has been instrumental in supporting the rapid growth of POLYWOOD's business, all while keeping the customer experience at the forefront. Specifically, POLYWOOD has seen continued impact from shoppers with Bolt accounts who enjoy a One-Click Checkout anywhere in the <a href="https://www.bolt.com/network">Bolt Network</a>. In fact, the number of POLYWOOD shoppers who check out using a Bolt account has more than doubled since its inception and now constitutes 29% of the total volume. Not only do these shoppers have a 56% higher checkout conversion, but they also have a 20% increased spend compared to guest shoppers.&nbsp;</p><p>In addition to the positive impact on revenue from the Bolt Network, POLYWOOD has been able to keep fraud off their radar thanks to Bolt. Sean explains, "We’ve been able to scale our teams that are focused on serving our customers without spending time worrying about fraud or whether people will be able to figure out how to transact on our website.”&nbsp;</p>

<h4>Embracing the Future Together</h4><p>POLYWOOD continues to innovate and evolve, responding to consumer demand by utilizing data to enhance the user experience, as well as harnessing the power of 3D modeling and augmented reality to provide an immersive and engaging customer journey.</p><p>Bolt is along for the journey every step of the way. Sean shares, “With Bolt, POLYWOOD can focus on helping our customers select the product that is right for them, and know that when they are ready to purchase, the experience will be fast, safe, intuitive, and easy. Bolt helps us deliver on our brand experience even before our customers receive the product.”</p>

<h3>How Bolt Drove Double-digit Checkout Conversion [2018]</h3><p>In 2017, POLYWOOD became one of the first manufacturers in their industry to sell products directly to consumers. “Continual innovation is a driving force in all we do,” says POLYWOOD Ecommerce Manager, Jason Detamore. The company’s pioneering manufacturing techniques and operations have earned POLYWOOD a place as the premier wood alternative furniture brand.</p><p>But, increased ecommerce sales also brought growing pains.</p>

<h4>Revenue drain due to checkout issues and fraud losses</h4><p>Everything at POLYWOOD reflects their dedication to genuine quality: their story, their products, their process. The one place the brand’s quality reputation wasn’t reflected was in its most important consumer touchpoint: checkout.</p><p>“Our previous checkout experience was slow, buggy, and difficult to navigate on mobile devices,” explains Sean Valencourt, EVP Information Systems at POLYWOOD. “We also had significant issues finding a stable Adobe Commerce payment extension for our previous payments provider.”</p><p>Slow loading times meant a poor customer experience, lost sales, and potential loss of long-term customers. Moreover, checkout bugs and downtime meant that marketing dollars spent bringing customers to the website went to waste.</p><p>Checkout wasn't the only source of revenue loss. In the early days, POLYWOOD implemented a proactive, manual order review process to ensure fraud prevention best practices. As order volume grew, spending time reviewing orders began to strain internal resources. Members of the customer service team spent much of their time reviewing orders rather than providing the quality experience that POLYWOOD is known for. Instead, POLYWOOD wanted the freedom to focus on their business. They wanted to improve their site’s performance without having to design a better checkout experience from scratch, and to eliminate the operational strain of fraud review, without sacrificing on order approval rates.</p>

<h4>The Bolt Difference</h4><p>Bolt proved to be the solution to the problems POLYWOOD faced. Bolt brought seamless checkout to POLYWOOD’s site, across all devices, and the difference was immediate: after just 60 days with Bolt, <strong>customer checkout rates were 10% higher than before</strong>, leading to a significant <strong>5.4% lift in monthly revenue</strong>. Bolt completely <strong>eliminated fraudulent chargebacks</strong> for POLYWOOD and nudged up their order approval rate, resulting in six-figure cost savings and <strong>40 hours per week saved in fraud review</strong>. Bolt also released the burden on the customer service team; says Valencourt, “Bolt has allowed our customer service team to focus on what really matters: taking exceptional care of our customers.”</p><p>Over time Bolt has demonstrated a remarkable <strong>10% overall conversion lift for POLYWOOD</strong>. It’s this and the partnership forged by Bolt’s internal team, which fully alleviated the backend work and allowed the customer service team to get back to the important work of taking care of their customers, that prompted the POLYWOOD team to expand their Bolt partnership to their sister business, Trex Outdoor Furniture, in January 2019.</p><p>With Bolt, POLYWOOD has leading order approval rates and complete fraud protection. Those results are complemented by high-touch support from the Bolt team. “Bolt has been highly responsive and great to work with,” says Detamore.</p><p>POLYWOOD is all about investing in what’s best for the long term, whether that’s by creating quality products meant to be enjoyed season after season for their customers, or by processing more than 400,000 plastic milk jugs a day to create a product that’s environmentally sustainable. For POLYWOOD, the switch to Bolt has allowed them to re-focus their attention where it matters most: on their innovative mission.</p><p>&nbsp;</p><p>*Total lift from 2018 to 2023</p>

How Bolt drove double-digit conversion rate increases while eliminating fraud for POLYWOOD

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