Petals London Case Study

Making flower delivery easier to manage and more consistent with the Petals experience

Petals London creates luxury floral arrangements from Michelin House in South Kensington and Liberty
London. For a business built around care and presentation, the experience continues after an order leaves
the shop. Evermile gives Petals a clearer way to manage that stage, with tracking and customer updates
that reflect its brand.

The challenge

Before Evermile, the team managed orders manually and had no delivery tracking. Keeping on top of each
order took time, and a lack of visibility made it harder to answer customers when they wanted an update.

A more connected delivery experience

Orders and tracking are now managed in one place. Petals can customise tracking notifications so the
information customers receive feels consistent with the business rather than like a generic courier
message. The team says most deliveries arrive on time, and Evermile’s customer service and account
managers respond quickly when something needs attention, whatever the time of day.

“For a luxury brand, the customer experience after checkout needs to feel as considered as
the product, and this lets us do that.”

More time for the business

Petals has not measured the hours saved, but the operational difference is clear to the team. Instead of
managing orders without tracking and chasing delivery information, they can see what is happening in one
place and call on Evermile’s support when needed. That leaves more attention for customers and for
growing the business.

Customisable notifications are the feature Petals says it would miss most. The team has yet to explore
much of Evermile’s wider feature set, making this a starting point for how the delivery experience could
develop.

Inside Petals