Berlin Brands Group increased customer satisfaction and reduced inquiries by 24% with our platform

Berlin Brands Group increased customer satisfaction and reduced inquiries by 24% 

chaltec delivery tracking platform delay update

%

fewer enquiries

languages

%

open rate

%

Increase in product reviews

languages

%

open rate

chaltec delivery tracking platform delay update
The Berlin Brands Group (BBG) manages the development
and multi-channel distribution of over 2,500 consumer
products in 24 countries.

As an online shop in a crowded market, BBG wanted to stand out and leave a lasting impression on their customers. The team aimed to achieve this by delivering a recognizable customer experience with seamless and personalized messaging.

They hoped that this would also reduce the amount of inbound customer inquiries received.

icon branch

Branch:
Eletronic, sport, living

icon orders box

Global Net Sales (2017)
USD $185.35 Million

icon logistics partner

Logistics Partner:
DHL, DPD, UPS, DSV

The Berlin Brands Group (BBG) manages the development and multi-channel distribution of over 2,500 consumer products in 24 countries.

As an online shop in a crowded market, BBG wanted to stand out and leave a lasting impression on their customers. The team aimed to achieve this by delivering a recognizable customer experience with seamless and personalized messaging.

They hoped that this would also reduce the amount of inbound customer inquiries received.

icon branch

Branch: Eletronic, sport, living

icon orders box

Global Net Sales (2017)
USD $185.35 Million 

icon logistics partner

Logistics Partner: DHL, DPD, UPS, DSV

THE GOAL

Seamless customer communication

Before working with us, BBG did not communicate with their customers after checkout. This lack of transparency left customers in the dark, and this resulted in a growing number of customer inquiries.

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.

Sebastian Leiß,
Product Owner

Sebastian Leiß Product Owner chaltec

“We recognize that only satisfied customers return and become loyal customers. The delivery process certainly has an extensive influence on customer service inquiries.”

“We recognize that only satisfied customers return and become loyal customers. The delivery process certainly has an extensive influence on customer service inquiries.”

OUR SOLUTION

Proactive, valuable customer touch points

Using our platform, BBG took control of all their customer interactions in 12 languages, providing proactive shipping updates, delay notifications, alternative delivery requests and more.

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.

chaltec delay notification tracking platform with dpd truck
chaltec delay notification tracking platform with dpd truck

THE RESULT

Automated customer service

Leveraging parcelLab’s platform, BBG can now deliver regular, personalized shipping updates. This has successfully reduced their customer service inquiries by 24%.
As a result, the cost and workload of the support team has 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

Impact in numbers

%

fewer customer enquiries

languages supported

%

open email rate

%

fewer customer enquiries

languages supported

%

open email rate

EXPERIENCE MORE
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Access some examples of post-checkout touch points from our customers. Experience outstanding Operations Experience first-hand.

holding parcellab track and trace interface on iphone 12 in hand

EXPERIENCE MORE
Want a preview?

Access some examples of post-checkout touch points from our customers. Experience outstanding Operations Experience first-hand.