MediaMarktSaturn gained over 2 million new customer touchpoints per quarter

About the brand

MediaMarktSaturn is Europe’s leading consumer electronics provider. Comprised of a network of over 1000 stores, the retailer services millions of customers every day. In a highly-competitive market, the conglomerate wants to make a lasting impression not just based on size but customer experience.  

“With parcelLab, we created additional communication and marketing channels that are very well received by our customers. Through the intelligent shipping communication provided, we have significantly reduced customer service inquiries.”

Marius Lückemeyer

Chief Digital Officer at MediaMarktSaturn

A missed opportunity to grow loyalty

MediaMarktSaturn understood that a lack of cohesive and trackable post-purchase communication was impacting the brand experience for customers. Without proactive updates on order status, customers took their frustrations to service teams, increasing WISMO inquiries. These experiences impacted the trust that MediaMarktSaturn worked very hard to establish within its sector. The brand knew that to stay competitive it would need to offer real-time and seamless communication to its shoppers. And this is where parcelLab came in.  

Here’s how parcelLab empowers MediaMarktSaturn to delight their customers

• Enhanced customer trust: By bridging the communication gap post-checkout, MediaMarktSaturn keeps customers informed with real-time delivery updates, improving transparency and strengthening brand trust. 
• Increased customer loyalty: Timely updates on delivery windows and pickup options reduce uncertainty, while proactive feedback requests demonstrate a commitment to customer experience, fostering long-term loyalty. 
• A competitive edge: With personalized and targeted post-purchase messaging, MediaMarktSaturn reaffirms itself as trustworthy and sets the standard amongst competitors, delivering a superior customer journey beyond the checkout stage. 

“It’s been great to work with MediaMarktSaturn as they continually work to perfect the customer experience after checkout.”

Pieter Grebe

Customer Success Manager at parcelLab