Unspun's Innovative Approach to Bespoke Denim Production Using Automation

Unspun's customers are individuals seeking a personalized, high-touch customer experience when purchasing jeans. They value the bespoke nature of Unspun's products, with each pair of jeans being made-to-measure for the individual customer. The customers interact with the Unspun team through various channels, including the company's website, email, and live chat. They also use Apple's FaceID depth-sensor technology to capture a 3D body scan from home and submit those measurements to Unspun from their phones. The customers appreciate the personal touches, such as their name being used as the 'size' on the jeans, and the absence of standard men's or women's categories.

Unspun, a clothing brand specializing in custom-designed jeans, aimed to disrupt the wasteful cycle prevalent in the apparel industry where clothes are produced in bulk, shipped to stores, and often discarded if unsold. The company's unique selling proposition was its high-touch, personalized customer experience, where every pair of jeans is bespoke and made-to-measure for the individual customer. However, the challenge lay in scaling this highly personalized, seemingly unscalable process. The company needed to connect various tools and workflows to create and scale this unique customer experience. The challenge was to automate a process that felt unique, personal, and not scalable, and do it at scale. The company also needed to bridge the gap between the manufacturing world and the customer-facing world.

Unspun found its solution in automation, specifically through the use of Zapier. Zapier allowed Unspun to consistently deliver a seamless, personalized customer experience, from getting measurements and purchasing a product to moving information to the fit engine, creating an order in the tracking system, and adding things to a spreadsheet. Whenever a customer interacted with the Unspun website, Zapier sent custom notifications to the right team members, ensuring customers received one-on-one attention quickly. Unspun's order management and feedback processes also ran on Zapier. When a customer placed an order or paid, Zapier added events to calendars, tasks to Asana, details in Notion, and data to Excel, so the Unspun team could fulfill the order. Zapier also managed customer feedback, ensuring effective internal tracking and customer communication.

• The use of Zapier's automation has not only made life easier for the Unspun team but also helped deliver the highly personalized experience that is key to the brand. It has allowed Unspun to add more peak excitement moments for customers, ensuring they feel connected to the brand at all times. Customers are given insight into every step of the creation of their jeans through automated notifications. They know when their jeans go into production, when they come off the production floor, and when they've shipped. Post-delivery, customers receive reminders on how to break in the jeans, asking how things feel, and reminding them that adjustments are covered for free. This level of personalized experience would not have been possible without automation. Furthermore, automation has been instilled into the whole team, allowing everyone to look for efficiencies in their process and save time.

• Since May 2020, Unspun has automated over 100,000 tasks using Zapier.

• Automation has allowed Unspun to scale its highly personalized, bespoke jeans production process.

• Zapier's automation has enabled Unspun to manage customer interactions, order management, and feedback processes effectively.