11teamsports increases customer loyalty and revenue by 19% by focusing on the post-purchase experience

About the brand

Founded in 2007, 11Teamsports has grown to be one of the top providers of sports clothing and memorabilia in Europe. With a mix of both online and brick-and-mortar stores, the brand is focused on bringing variety, exclusivity, and an engaged experience for all its shoppers.

“With parcelLab, we created additional communication and marketing channels that are very well received by our customers. Through the intelligent shipping communication provided, we have significantly reduced customer service inquiries”

Christian Schab

Director Tech/IT at 11teamsports

A disjointed brand experience  

11teamsports wanted to build customer loyalty, trust, and a strong brand identity. With logistical limitations leading to an increase in WISMO inquiries and staff unable to offer real-time updates, the brand knew its post-purchase experience needed maturation. The lack of transparency was at odds with the brand’s deeply tailored and intentional offerings of both global and more niche sporting brands. 11teamsports knew that to retain its competitive edge and reward shoppers for choosing to come back to them, it had to tackle the disjointed updates, delays, and errors taking place during delivery. And this is where parcelLab came in.

Here’s how parcelLab empowers 11teamsports to delight their customers

• Enhanced transparency: Now with parcelLab, 11teamsports can provide frequent and tailored updates throughout delivery. Customers are offered peace of mind, and the brand continues to set the standard for amazing customer experiences post-purchase.   
• Increased sales and engagement: Proactive post-purchase communication not only kept 11teamsports customers engaged but also drove them back to the website and increased the average basket size by 8%. 
• Stronger customer loyalty: parcelLab offers 11teamsports the ability to create a seamless and engaging post-checkout experience, which turns first-time buyers into repeat customers. By keeping customers connected beyond checkout, 11teamsports increases touchpoints and opportunities to deepen its relationship with customers beyond purchase. 

“Now with the parcelLab, 11teamsports has additional channels to deepen its customer relationships. It’s great to work with a brand so committed to making its post-purchase memorable for everyone who chooses to shop with them.” 

Pieter Grebe

Customer Success Manager at parcelLab