Success Stories Philipp Plein: Elevate customer centricity with proactive communications

Elevate customer centricity with proactive communications

About Philipp Plein

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.

Products Used

Convert

Engage

Retain

Industry

Fashion & Luxury

The Challenge

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.

Our Solution

To provide Philipp Plein with an efficient way to communicate with clients and actively decrease where is my order (WISMO) and where is my return (WISMR) questions, parcelLab designed a customized post-purchase experience on the brand’s domain. The solution critically integrated all of their additional systems. Personalized content was created in their brand voice and look to maintain the premium brand feel and multichannel capabilities provide flexibility for them to reach customers where they are.

The Result

With parcelLab's integration, Philipp Plein keeps customers well-informed throughout the delivery with brand-specific messages, reducing customer service tickets by 15-20%. The streamlined system allows for quick resolution of customer issues, freeing up sales reps to focus on driving sales and enhancing customer loyalty.

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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.