Watches of Switzerland and parcelLab provide luxury delivery and returns experience

The Watches of Switzerland Group – consisting of Mappin and Webb, Watches of Switzerland and Goldsmiths – has partnered with leading Operations Experience Management platform, parcelLab, to enhance its delivery and returns experience.

The Watches of Switzerland Group are the UK’s largest retailer of Rolex, Cartier, OMEGA, TAG Heuer and Breitling watches – and is now using parcelLab’s platform to create a premium order and returns tracking service.

With over 130 stores and an average order value of over £5900, the partnership with parcelLab will elevate the final mile experience for customers as part of the Watches of Switzerland Group ongoing investment in luxury excellence across all aspects of its business.

Additionally, the partnership will encourage cross-pollination across all the brands within the group, helping to drive new revenue across the portfolio, while reducing support costs and increasing customer satisfaction.

With the Watches of Switzerland Group being described as ‘one of the standout retailers’ of 2021 and experiencing massive growth throughout the pandemic, this partnership will ensure the customers experience online matches the immersive in-store experience currently offered.

Not only will parcelLab provide instant communications to customers on the status of their orders, but it will also launch a branded order status tracking page. This will keep customers informed of the whereabouts of their high value purchase and while offering opportunities for further engagement, such as increased awareness of other brands within the group and encouraging additional purchases.

Tobias Buxhoidt, CEO and Co-Founder at parcelLab, commented:

The Watches of Switzerland Group has recently experienced rapid growth and we’re thrilled to become part of its further expansion journey. We’re excited to offer the luxury experience that customers have come to expect, especially with such premium items.

Whether it’s being proactive in sending delivery and return updates to the customer or leveraging the opportunities our platform provides for future purchases, these are critical parts of the online experience and sit at the heart of what we do at parcelLab. We look forward to helping the Watches of Switzerland Group provide memorable experiences for customers making equally memorable purchases.

Ian Warwick, Director of eCommerce at the Watches of Switzerland Group, commented:

We’re delighted to be partnering with parcelLab and we look forward to growing together, in all brands, and introducing a first-class post-purchase experience for our customers.

This complements the other initiatives and enhancements we have recently made amid challenging trading conditions that have helped drive strong growth across the group. Introducing innovative technology within our e-commerce sector will ensure that our customers are given a luxurious experience that matches their purchase, and parcelLab’s platform offers us this opportunity.