Berlin Brands Group increased customer satisfaction and reduced inquiries by 24% with our platform
Open email rate
BBG manages a multi-channel distribution of over 2,500 consumer products in 24 countries.
They hoped that this would also reduce the amount of inbound customer inquiries received.
Eletronic, sport, living
USD $185.35 Million
DHL, DPD, UPS, DSV
Seamless customer communication
As an international online store, BBG use multiple logistic providers and operate in 12 languages. So, they needed a solution that was able to work with their carriers around the world and deliver communications in multiple languages.
When the team first heard of us, we were a small start-up, but BBG saw potential in our product. Their commitment to innovate and trust in our solution was the driving force for our partnership.
“We recognize that only satisfied customers return and become loyal customers. The delivery process certainly has an extensive influence on customer service inquiries.”
Proactive, valuable customer touch points
Customers are also kept informed through a live Order Status page that they can access any time, which is hosted on the BBG website.
As BBG is a multi-brand retailer, we were able to create and deliver communications in line with each brands’ guidelines respectively. And because the emails are personalized, they consistently experience high engagement.
Automated customer service
As a result, the cost and workload of the support team has been minimized.
The Berlin Brand Group has also benefitted from the extensive monitoring capabilities of parcelLab’s dashboard. The team use this tool to measure KPIs and ensure that their Operations Experience is always improving.
Impact in numbers
Fewer customer inquiries
Open email rate
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