Primitive Skateboarding, a lifestyle, apparel, and skateboarding brand hailing from Southern California, transformed and elevated their shipping and customer service experience by joining forces with Order Protection.
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With Jaan Bhatia, Partner at Primitive Skateboarding.
Primitive Skateboarding is a lifestyle, apparel, and skateboarding brand based in southern California. Founded in 2014 by Paul Rodriguez Jr.—one of the biggest names in skateboarding—Primitive quickly became one of the most notable skateboarding brands in the world.
With this rapid growth, the team was quickly burdened by an overwhelming amount of customer support needs related to shipping issues and resolving customer claims.
The Primitive team is a close-knit crew, and they knew they wanted to work with a company that shared their values and would prioritize a personal, meaningful working relationship.
“We’re making products that we like, products that our retailers like, and that represent the brand—stuff that we’re stoked on,” said Jaan Bhatia, partner at Primitive.
In an effort to spend more time on what they care about most—skateboarding, and creating exciting and innovative skateboarding products—Primitive turned to Order Protection.
The choice was clear for Jaan and his team, as he noted the "family atmosphere" and shared values they found with Order Protection. “I know for a fact that they’re trying to make what we’re doing better, and make our customer experience better,” he emphasized. “Ultimately, the reason why I decided to work with the entire Order Protection team was because of the family atmosphere,” said Jaan.
The results of this partnership were immediate and overwhelmingly positive.
“Over the last year and a half, Order Protection has helped us protect over 40,000 orders,” said Jaan. “That’s 40,000 orders that my internal team doesn’t have to work on themselves, and they get additional support. It takes a lot of stress off of my team, and allows them to focus on our customers and products.”
Not only was there a notable reduction in their internal workload as it related to shipping problems, but the benefits extended beyond just numbers. Jaan candidly expressed the advantages: “If you’re a brand looking to partner with Order Protection and you’re on the fence, at the end of the day there’s nothing to lose, and everything to gain.” He elaborated that the gains weren't just in terms of protected orders, but also increased revenue and a vastly improved customer experience.
"Once you get started, I think it’s something you’ll be using for a long time to come.”
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