GRANIT cuts support calls 20% with delivery updates

About the brand

GRANIT Parts, a well-known replacement parts specialist, distributes products for agricultural machines, gardening tools and construction vehicles. The brand works with 35,000 dealers, providing high-quality services and products to businesses across Europe. Because of the nature of their products, delivery is a time-sensitive issue. That’s why choosing a reliable post-purchase software provider was crucial to ensure they keep customers happy. 

Searching for a reliable solution to keep customers informed 

Often, GRANIT Parts’ customers are businesses that need a replacement part to get their job done. This means that in order to maintain their reputation, it’s paramount that any delays are communicated in a timely manner. To keep customers happy and informed every step of the way, they wanted to utilize a platform they could trust, which is why they chose parcelLab. 

Here’s how parcelLab empowers Granit Parts to delight their customers

• Proactive & personalized communication: GRANIT Parts keeps customers informed in real-time, providing accurate updates on delays and shipment tracking. They include personalized content, like videos, to enhance the overall service experience. 
• Strengthened brand credibility & customer trust: By adding valuable post-purchase touchpoints, GRANIT Parts reinforces its reputation for transparency and reliability, ensuring customers feel informed and supported. 
• Reduced customer inquiries & increased efficiency:  Thanks to proactive communication, GRANIT Parts has seen a 15% drop in inquiry emails and a 20% reduction in inbound customer calls, easing the sales team’s workload while improving customer satisfaction. 

“At parcelLab, we understand how critical timely communication is for GRANIT Parts and their customers. By working closely with the GRANIT Parts team, we’ve created a post-purchase experience that provides real-time updates, reduces uncertainty, and builds trust.”

Claire Waluube

Customer Success Manager at parcelLab