H&M ends the experience gap in global delivery

About the brand

H&M Group is a global fashion and design company, with over 4,000 stores in more than 75 markets and online sales in 60 markets. All their brands and business ventures share the same passion for making great and more sustainable fashion and design available to everyone. Each brand has its own unique identity, and together they complement each other and strengthen H&M Group – all to offer their customers unbeatable value and to enable a more circular lifestyle.

The challenge

In the past, H&M Group had assigned post-purchase and delivery communication to third-party logistic providers in the respective countries. To optimize the process, H&M Group sought a post-purchase partner to help them close this customer experience gap in delivery, returns, and beyond.

The key requirements included:

• Flexibility in implementing branding specifications and individual needs
• Integration of all global logistics service carriers

Here’s how parcelLab empowers H&M to delight their customers

parcelLab developed a two-phased approach to exceed the H&M Group’s expectations and improve their customers’ experience. We created multiple bespoke shipping messages for critical events, such as upcoming delivery and successful package handover.

By using parcelLab’s post-purchase platform, H&M’s customers are now informed about every step in the shipping process. There has not only been a reduction in shipping-related inquiries to call centers, but our platform has increased customer satisfaction and retention.