11teamsports uses parcelLab’s platform to manage customer expectations while they personalize orders

11teamsports uses parcelLab’s platform to manage customer expectations

parcellab 11teamsport checkout interface

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Revenue increase

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Increase in basket size

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Increase in re-purchase rate

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Revenue increase

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Increase in basket size

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Increase in re-purchase rate

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parcellab 11teamsport checkout interface
11teamsports is one of Europe’s largest online sports memorabilia stores.

They are known for selling and personalizing 25,000+ products from leading sports brands. 11teamsports believes that it is important to look after customers post-checkout.

They wanted to ensure a high standard of communication, and they believed they could only achieve this with full control. So, the team aimed to find a solution that enabled them to take back communication from third party carriers.

Icon branch

Branch:
Fashion/Sports

icon orders box

Global Net Sales (2017)
USD $36.8 Million 

Icon logistics partner

Logistics Partner:
DHL, Hermes, DPD, Post AT, UPS, CHP,
DHL Express & Swiss Post

11teamsports is one of Europe’s largest online sports memorabilia stores.

They are known for selling and personalizing 25,000+ products from leading sports brands.
11teamsports believes that it is important to look after customers post-checkout.

They wanted to ensure a high standard of communication, and they believed they could only achieve this with full control. So, the team aimed to find a solution that enabled them to take back communication from third party carriers.

icon branch

Branch: Fashion/Sports

icon orders box

Global Net Sales (2017) USD $36.8 Million 

icon logistics partner

Logistics Partner: DHL, Hermes, DPD,
Post AT, UPS, CHP, DHL Express
& Swiss Post

THE GOAL

Managing customer expectations

A lot of customers choose to personalize the items they buy from 11teamsports. Of course, this process takes time, and the team needed a way to manage customer expectations.

A simple order confirmation would not suffice; the team needed a solution that kept customers in the loop and fully engaged throughout the process. That’s why they identified parcelLab as the best solution for their needs.

Christian Schab,
Head of
E-Commerce

christian schab head of ecommerce 11teamsport

“Our partnership with parcelLab has given us many advantages.

Our customers now receive all post-purchase messages directly from us, in our corporate identity and the Order Status page on our site has created some very valuable traffic.“

OUR SOLUTION

User-friendly, omnichannel communication

By leveraging our platform, 11teamsports was able to take full control of their post-checkout communication.

Their customers now receive regular updates with informative, personalized detail about their order.

They also have their own Order Status page which allows real-time tracking, with no need to contact customer service. On this page, they can see their order progressing through each phase and access an up-to-date estimated delivery time.

11teamsports can also use this engaged customer touch point as a marketing tool, with all traffic driven back to their site. With this captivated audience they can offer specific deals and increase their repurchasing rate.

parcellab 11teamsport tracking interface
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parcellab 11teamsport tracking interface

THE RESULT

Happy and fully informed customers

11teamsports manage and exceed customer expectations through their proactive messaging.

Customers are impressed with the high standard of service they deliver, and this has increased their repurchasing rate.

The messages sent by the brand are personalized and relevant, which is why they receive great engagement, and this causes an influx of return traffic to their site.

Since leveraging the parcelLab’s platform, sales have increased by a staggering 19%. Their average shopping basket has grown by 8% and their repurchase rate has increased by 3.5%. After all, happy customers spend more, more often!

Impact in numbers

%

Increase in revenue

%

Increase in basket size

%

Increase in re-purchase rate

%

Increase in revenue

%

Increase in basket size

%

Increase in basket size

LEARN MORE

Everything you need to know about reducing ‘Where is my order’ calls

Whitepaper:
6 tips for reducing WISMO

This whitepaper investigates how delivering proactive customer communication throughout delivery can reduce enquiries, including ‘Where is my order’ calls.

parcellab where is my order infographic of customer service woman
parcellab where is my order infographic of customer service woman

Whitepaper: 6 tips for reducing WISMO

This whitepaper investigates how delivering proactive customer communication throughout delivery can reduce enquiries, including ‘Where is my order’ calls.