Shape Republic x Karla
Reduction of parcel-related service support
Functional Nutrition & Feel-Good Food for Everyday Wellness
Shape Republic is a Berlin-based wellness brand on a mission to empower women to feel confident, energized, and healthy through functional foods and supplements. The brand offers a range of products from slim shakes and protein meals to collagen and targeted supplements, blending natural ingredients with innovation.
With a team of sport enthusiasts and nutrition experts, Shape Republic focuses on creating products that integrate better nutrition into everyday routines. The brand combines quality ingredients with thoughtful formulation, making wellness accessible and enjoyable for modern consumers.
Solving Operational Overhead Issues to Increase Retention and Revenue
As Shape Republic grew, the brand faced significant post-purchase experience challenges. With 90% of complaints related to damaged parcels, the customer support team was overwhelmed, leading to costly re-shipments and delayed refunds that impacted both operations and customer satisfaction.
Shape Republic partnered with Karla to transform these operational headaches into opportunities. Through "Karla Care," the solution handled damaged and lost product claims, eliminated the need for back-and-forth with logistics providers, and managed the entire damage documentation process. This partnership reduced customer service effort by 33%, generated €3K in monthly upsell revenue, and delivered a 1.6x ROI, while improving customer satisfaction and strengthening repeat purchase behavior.
"Using Karla has made a big difference for us, especially 'Karla Care' that keeps shipments safe from being lost, stolen, or damaged. We no longer worry about the costs of delivery problems or spend time on carrier claims. Instead, we even make additional cash with every delivery issue. It gives us total peace of mind!"