Case Study

How to reinvigorate a brand

Sorted Group

Background & Challenge

Sorted Group is a leading UK-based e-commerce customer communications company, trusted by some of our country’s most well-known retailers, from ASDA, ASOS, musicMagpie, Go Outdoors and more.

Sorted helps e-commerce retailers provide seamless and industry-defining customer service experiences within their delivery and returns comms segment. They do this via their Delivery Experience Platform, which is integrated into a vast suite of carriers used by retailers.

Sorted extended the feature set of its platform to include free returns, and planned a business launch into the US market. The business recognised a need to refresh the brand and ensure its strategic pillars represented its growing ambition and market expansion.

Our Approach & Delivery

Sorted Group sought our support in refreshing their brand Vision, Mission, Purpose and Values, utilising the Kuriosity and Kritical Thinking pillars of our four K approach.
The business also needed support to refresh the overall brand approach and guidelines – the brand model, the value proposition, and other marketing assets such as tone of voice, logo and colour palette.
Konductor conducted independent research with Sorted customers, employee focus groups and the Sorted leadership team. Care was taken to build the ambition and the culture into all aspects of the deliverables – from the company Values, all the way to the corporate logo and marketing assets.
The final, but most critical strand, was to create a communications plan to launch and embed the brand with stakeholders and customers, and a framework to embed the Vision, Mission, Purpose and Values within the business and the customer experience.

Our Legacy

“When we needed to refresh our brand to be fit for our ambitious growth plans, Konductor were able to move at speed to deliver outstanding value.

“Through working with our leadership team, Konductor developed a clear company purpose, values, behaviours, brand model, tone of voice and a modern logo. The colleague and customer insights from the Konductor research were instrumental in developing our brand and culture…The knowledge and expertise in the team is second to none. The team are completely committed to getting the best outcomes for their customers.”

Dan Greenall VP Marketing Sorted Group.

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