Drink Up And Deliver: HydroJug Generates 25x ROI With Branded Order Tracking

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With Malomo, HydroJug created a seamless order tracking page that continues customer communication, instead of ignoring it

“Our customers are at the heart of everything we do, and Malomo was able to help us deliver a post-purchase experience that’s seamless and engaging from start to finish. Our customers engage with our transactional emails (72% OR, 42% CTR rate) and are highly profitable (25x ROI). We can't believe we weren't capitalizing on this part of the post-purchase experience before.” — Mekenzie Jenaway, Retention Specialist at HydroJug

HydroJug is a rapidly growing direct-to-consumer (DTC) brand that makes it easy to drink a gallon of water daily. Its iconic half-gallon jug has captivated the fitness and lifestyle industry with its attractive appearance and convenient design. All HydroJug bottles are BPA-free and come in a variety of colors and designs so that everyone can hydrate in style!

To best serve their vast community of customers, the Hydrojug team is always looking for ways to improve the customer experience. This led Mekenzie Jenaway, Retention Specialist at Hydrojug, to focus on the customer journey and post-purchase experience. The customer journey doesn’t end once a customer clicks the “buy now” button—some (us!) could argue that’s when the journey actually begins.

HydroJug was well aware the post-purchase experience was an area they could improve to match their customer service standards, so the team chose to work with Malomo for branded order tracking, and the rest is history.

Out with the old, and in with the new

HydroJug wanted to prioritize implementing a complete brand experience across all stages of the customer journey, and the first step was a branded order tracking page. Their generic carrier page wasn’t connecting with their customers in a meaningful way, and it certainly wasn’t bringing in more revenue.

A branded order tracking page provides an opportunity for DTC brands to reinforce their identity and values. By incorporating brand colors, logos, and personalized messaging, the tracking page ultimately becomes an extension of the overall brand experience. This consistency across touchpoints reassures customers that they are dealing with a professional and trustworthy brand, enhancing brand perception and building trust.

With Malomo, HydroJug created a seamless order tracking page that continues customer communication, instead of ignoring it. And the end result really is a work of art. HydroJug opted to install Malomo’s top-performing features, including:

  • Carousel of best sellers to encourage another purchase via Rebuy x Malomo integration

  • Email subscription widget

  • Loyalty program so customers can earn rewards on their next purchases with Yotpo

  • Frequently asked questions on the shipping process

  • How-to videos on how to clean and care for your Hydrojug

  • Instagram feed via Elfsight

Solving the gap in email notifications

Sending your customers email notifications regarding their shipment is critical to a successful post-purchase experience. HydroJug knew this was an area where they could provide transparency with their customers throughout the shipping process, so they utilized the Malomo and Klaviyo integration to ensure that their customers remained informed every step of the way.

The transactional email flows were just the solution they needed to engage with their customers. The Malomo post-purchase email flows are HydroJug’s top 3 performing flows in Klaviyo. Their highest-performing email flow, Order Confirmation, has an open rate of 72% and CTR of 42.3% for the past 90 days.

The HydroJug team also decided to segment flows for new and existing customers to better understand customer preferences. The result: incredible engagement. With existing customers, the Shipping Confirmation email has a 43.9% open rate and 26.9% CTR. For new customers—if you can believe it—the engagement was even higher with a 60.6% open rate and 41.4% CTR.

By controlling email notifications from purchase to delivery, HydroJug engaged customers with premium brand content while their products were in transit.

Branded order tracking & transactional emails: A winning combination

HydroJug understood that a branded order tracking page goes beyond functionality; it becomes a platform for interaction. Incorporating personalized messages, product recommendations, or links to related content can keep customers engaged and excited about their purchases.

The exemplary level of customer engagement with HydroJug’s shipping emails and branded order tracking page resulted in an astounding 25x increase in ROI. The HydroJug team transformed the post-purchase experience from a cost center to a profit catalyst by prioritizing customer satisfaction, transparency, communication, and personalization.

Click-Through Rate

increased to

42.3%

Open-Rate

surged to

72%

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Own your shipment tracking.

Discover what a branded shipment tracking experience can do for your bottom line. Get in touch with our team to learn more about the different ways brands are seeing success post purchase and how you can get started with Malomo.

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