Philipp Plein enhances their customer experience by partnering with parcelLab

About the brand

The Philipp Plein Group, which includes Philipp Plein, Plein Sport, and Billionaire, is an innovative portfolio of luxury fashion brands by designer Philipp Plein with over 100 stores worldwide. Given the nature of their brand, having a sub-optimal post-purchase experience was not an option. The Philipp Plein team partnered with parcelLab due to the ability to personalize every aspect of the experience and keep customers informed every step of the way.

“Service in luxury fashion is expected. It’s not nice to have or good to have – it’s a must. 

Our customer service teams assist in every step of our customer’s shopping experience, and parcelLab is a big game changer because instead of following up on already completed orders, our teams’ resources are freed up to build loyal client relationships and give the personal touch expected from our luxury brand.” 

OIga Burfan

Head of Global eCommerce at Philipp Plein

Solving manual inefficiencies to deliver a more seamless customer journey 

As a high-profile brand, Philipp Plein prioritizes customer centricity and values personalized communication, ensuring each customer feels valued with proactive issue management and luxurious service. However, their internal system was resource-intensive, requiring manual review of each request and lacking integration with logistical systems. The team sought a solution to reduce open customer service tickets, enable proactive post-purchase communication, and foster valuable customer relationships.

Here’s how parcelLab empowers Philipp Plein to delight their customers

• Reduced customer service tickets: The customized post-purchase experience and seamless integration with Philipp Plein’s systems significantly reduced the volume of “Where is my order” (WISMO) and “Where is my return” (WISMR) inquiries. By providing customers with proactive and brand-specific updates, parcelLab’s post-purchase solution effectively minimized support requests, resulting in a 15-20% decrease in customer service tickets. 
• Enhanced operational efficiency: With the streamlined system, customer issues are resolved more quickly, empowering sales reps to focus on core business objectives, such as increasing sales and fostering stronger customer relationships, rather than getting bogged down by routine inquiries. 
• Improved brand experience & customer loyalty: By maintaining Philipp Plein’s premium brand feel with personalized, on-brand messaging across all channels, the post-purchase experience is elevated. This not only keeps customers informed but also strengthens brand loyalty, ensuring that every customer interaction aligns with the luxurious experience the brand promises.

“Philipp Plein has set the bar high when it comes to luxury service, and we’re proud to help elevate their post-purchase experience. Their personalized post-purchase journey ensures that every customer feels valued, enhancing both loyalty and the overall luxury experience Philipp Plein is known for.” 

Pieter Grebe

Customer Success Manager at parcelLab