Dr. Squatch
Dr. Squatch: Scaling Subscription Success with Shopify Plus
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The Brand
Dr. Squatch is redefining men's grooming with natural, high-quality products. The brand has gained popularity for its unique, all-natural products and strong customer loyalty, with a focus on subscription services that deliver their favorite grooming essentials, directly to consumers. Dr. Squatch aims to provide high-quality, chemical-free grooming solutions for men, combining effective products with an engaging brand experience.
Visit Live Site01/
The Brand
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At a Glance
75K+
Subscribers migrated seamlessly
100%
Data integrity maintained during the 2-phase migration
Reduced by 30%
Customer support queries post-migration
Shopify Plus & Recharge
Platforms integrated for subscription management
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At a Glance
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The Challenge
Dr. Squatch faced a significant challenge in migrating their subscription service from the Cratejoy platform to Shopify Plus, using Recharge for subscription management. The migration involved over 75,000 active subscribers, a large volume of historical order data, and the need for structural improvements to ensure seamless customer experience and fulfillment accuracy. Additionally, complications arose from discrepancies in subscription properties and fulfillment formatting, leading to issues with scent selection and order fulfillment accuracy for customers.
Another key challenge was ensuring minimal disruption to customers during the migration, as subscription-based businesses are particularly sensitive to errors in data migration that could impact renewals or customer preferences. Maintaining the high standards of transparency and control over customer subscription management was essential.
Another key challenge was ensuring minimal disruption to customers during the migration, as subscription-based businesses are particularly sensitive to errors in data migration that could impact renewals or customer preferences. Maintaining the high standards of transparency and control over customer subscription management was essential.
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What We Did
Our scope of work for Dr. Squatch encompassed the following areas:
Subscription Migration &
Data Structuring
We worked with Dr. Squatch to export active subscriber customer data from Cratejoy, including payment information stored via Stripe and PayPal. Our team structured and reformatted the data for compatibility with the Recharge platform on Shopify. This included converting metadata on subscription scents to individual product listings with unique SKUs for better transparency and accuracy in fulfillment.
Batch Subscription Migration
Given the daily renewal cycle of subscribers, we executed a phased batch approach to the migration. This involved segmenting the subscriptions based on renewal dates to ensure a smooth transition without disrupting the billing cycles. Batch 1 consisted of all subscriptions with future renewal dates, while Batch 2 handled those closer to the transition timeline.
Custom Development for Enhanced Customer Experience
We developed custom functionalities, including a scent selector for subscribers to alter their preferences between renewal cycles. A significant part of the work involved creating a custom login page that made the transition seamless for migrated customers, reducing confusion and limiting spikes in customer support tickets by allowing customers to activate their new accounts without receiving confusing error messages.
Data & Content Migration
We handled the migration of Dr. Squatch’s website content, including the sitemap, product listings, collections structure, customer accounts, and historical order data to the Shopify Plus platform. Special care was taken to ensure data integrity throughout this process to minimize disruptions to customer experience.
Subscription Dashboard Integration
We implemented a dynamic subscription dashboard within the customer “My Account” section to provide subscribers with enhanced control over their subscriptions. The integration allowed for seamless changes in scent preferences, managing multiple subscriptions, and handling renewals—all using the Recharge API.
API Integration and Fulfillment Coordination
To align with Dr. Squatch’s fulfillment center, we ensured all orders were accurately displayed at the fulfillment level. This included correcting discrepancies in SKU naming conventions and ensuring that line item properties were standardized for compatibility with the fulfillment partner’s systems.
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The Result
Dr. Squatch’s subscription platform is now more flexible and scalable than ever, allowing the brand to grow without losing focus on what matters most: the customer experience.
The new subscription dashboard has made a world of difference. Our customers now have more control over their preferences and subscriptions, which has significantly reduced support queries and increased satisfaction.
- Dr. Squatch Team
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Next Steps
We continue to support Dr. Squatch in evolving their subscription services to enhance customer satisfaction and streamline fulfillment operations. Our focus is on:
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Continuous Improvement of Subscription Management
We are currently analyzing customer data and feedback to further improve the subscription dashboard and offer more personalized options for subscribers, such as curated scent bundles based on past preferences.
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Platform Optimization
Our team is also exploring optimization opportunities on the Shopify Plus platform, including advanced analytics, A/B testing for subscription offerings, and CRO (conversion rate optimization) to increase customer lifetime value.
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Expansion of Customization Options
We are planning to introduce more granular customization capabilities within the subscription flow, including offering additional product add-ons and customized packaging options for high-value subscribers.
Powering the Future of Subscription Commerce
The migration and improvements we have made for Dr. Squatch have resulted in a more robust subscription platform with greater flexibility for customers. By powering up their capabilities, we have enabled Dr. Squatch to continue growing their loyal customer base while ensuring a smooth transition to a scalable ecommerce infrastructure. Our value-driven approach has focused on transparency, effectiveness, and embracing who we are as partners in their journey.
Moving forward, we envision continued growth through strategic platform optimizations, personalized subscription experiences, and empowering Dr. Squatch to stay ahead in the evolving commerce landscape. By staying genuine, reliable, and pushing boundaries, we are committed to enabling Dr. Squatch to thrive and make a lasting impact in the world of natural grooming products.
Written by Renka
Community Manager
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