Hugo Boss boosts customer loyalty with personalized touchpoints

About the brand

Hugo Boss AG, often styled as BOSS, is a fashion house and brand headquartered in Metzingen, Baden-Württemberg, Germany. The company sells clothing, accessories, footwear, and fragrances. In order to manage their growing business and evolving eCommerce experience, Hugo Boss chose parcelLab as their trusted post-purchase partner to create customers for life. 

The search for a future-proof post-purchase partner  

Hugo Boss is one of the leading companies positioned in the premium segment of the global apparel market with two brands, BOSS and HUGO. The group offers collections in 132 countries and online in 72 countries. The global eCommerce team needed a partner to help manage the growing e-commerce business and post-purchase experience as the company scaled.  

Hugo Boss wanted a partner that could integrate into their current processes, deliver efficiencies for the e-commerce department, and collaborate to build flexible post-purchase solutions that would deliver their growing client base back to their website. 

Here’s how parcelLab empowers Hugo Boss to delight their customers

• Seamless integration and forecasting: parcelLab successfully integrated into HUGO BOSS’s infrastructure, offering forecasted delivery dates and real-time package tracking to enhance customer experience globally.
• Smart recommendations on every step: By sending personalized emails with order status, delivery timing, and returns information, parcelLab transformed routine operational updates into valuable, engaging touchpoints that reduced WISMO inquiries.  
• Increased engagement and revenue: Personalized touchpoints led to higher customer engagement, encouraging return visits and driving cross-sell and upsell opportunities, ultimately boosting brand loyalty and recovering more revenue.  

“Our partnership with Hugo Boss is built on collaboration and a shared commitment to delivering an exceptional customer experience. By working closely with their team, we’ve seamlessly integrated real-time tracking and personalized communications into their post-purchase experience that keep customers engaged. Their dedication to a seamless customer journey goes one step further with their embedded return portal that easily handles cross-border returns and exchanges. Together, we’ve transformed their global post-purchase and returns experience from a transactional process into a brand-building opportunity that drives loyalty and revenue growth.” 

Max Wainer

Team Lead, Customer Success USA at parcelLab