Bergzeit decreases WISMO inquiries by 21% and fosters long-term customer loyalty

About the brand

Bergzeit, from the German term for ‘mountain time’, has been offering outdoor enthusiasts access to must-have clothing brands for the last twenty years. Headquartered near the Alps, the retailer wanted to ensure that its passion for servicing fellow lovers of the outdoors was felt at every interaction with the brand.  

Rectifying customer uncertainty  

During seasonal hot periods like Black Friday, clear and trackable communication is key to winning over new and loyal customers alike. Bergzeit knew it wanted to create a structured post-purchase communication strategy, especially as the products offered are seasonal in nature. Without this strategy in place, the brand’s teams were overwhelmed during demand fluctuation, with little logistical oversight, leading to an increase in WISMO inquiries and customer frustrations. This lack of transparency and operational efficiency was impacting the brand experience Bergzeit wanted to create. And this is where parcelLab came in. 

Here’s how parcelLab empowers Bergzeit to delight their customers

• Increased efficiency & reduced staff burden: With parcelLab as a core tool in its post-purchase strategy, Bergzeit was able to update customers on various aspects of the delivery process. Now, customers are informed in real-time about delays and delivery times, significantly reducing WISMO inquiries. This also freed up time for customer care teams to focus on complex issues and create deeply personal and memorable interactions that are usually interrupted by more repetitive tasks.  
• Improved customer experience: Brand identity is important to Bergzeit and with parcelLab, all updates are white-labeled regardless of carrier. As their items are from some of the best outdoors retailers in the world, customers can trust that their packages are arriving to them in good time and are reassured by updates alerting them of any changes. These subtle but impactful changes, strengthen trust in Bergzeit’s service, creating customers for life.  
• Seamless peak season management: With parcelLab’s automated notifications, Bergzeit can handle seasonal fluctuations more effectively, preventing customer service bottlenecks and ensuring a smooth, stress-free shopping experience even during high-demand events like Black Friday or outdoor peaks. 

“It was great to work with Bergzeit during an intense retail period like Black Friday and really see the impact of a customer-focused post-purchase strategy in action”

Pieter Grebe

Customer Success Manager at parcelLab