GRAVIS double customer reviews and increase site traffic by 13% with our platform

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Increase in reviews

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Growth in traffic

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Boost is sales

THE MISSION

GRAVIS is Germany’s largest provider of Apple products

The company is known for their expert advice, excellent service and attractive promotions. As a result, the team wanted to uphold their high standards at every stage of the customer journey.

To achieve this, GRAVIS wanted to improve the transparency of their shipping process. Not only did they want to keep customers informed about the status of their order, they also wanted insights into the performance of their carriers.

The team believed that branded communication post-checkout would increase retention, boost customer satisfaction and help generate positive feedback

Branch:
Electronics

Global Net Sales (2019)
USD $22.4 Million

Logistics Partner:
DHL, UPS, DPD

THE GOAL

Transparency with customers and carriers

Before working with us, GRAVIS would only send an order confirmation and a shipping notification post-checkout. They left all other customer contact in the hands of the logistics provider. Unfortunately, this meant that the team did not have insight into the quality of the communication. It also meant that it was hard to understand the performance of the carrier themselves

GRAVIS felt that this did not meet their high standards of customer service. So, they began looking for a solution that enabled them to send branded, regular updates to their customers. When the team at GRAVIS learned about our communication platform and dashboard, they knew it was the best solution for their needs.

Robin Jakoby,
E-Commerce Product Owner

“parcelLab provides all parties with more transparency in the otherwise opaque shipping process. The customers know the current status of their order and we know whether everything is running smoothly with our logistics partners. In addition, we are now learning much more about what our customers think about us. This is a real win-win situation for everyone.“

OUR SOLUTION

Control of customer contact

We provided GRAVIS with the opportunity to regain control of their customer communication. The team now keeps customers up-to-date throughout the delivery process.

Using our platform, the retailer proactively informs customers of delivery times and delays with branded emails and a real-time Order Status page.

These touch points are all white-labelled, so all traffic is brought back to GRAVIS’ online store. The team has also added a Net Promoter Score to their communications in order to collect frequent customer feedback. Additionally, having access to our portal allows the team to track and monitor performance of carriers and find solutions where required.

THE RESULT

Engaged, enthusiastic customers

Since leveraging our platform, GRAVIS has seen significant results. Adding requests for feedback to their highly engaged post-checkout emails meant that the team saw an 127% increase in customer reviews.

Because the touch points are all white-labelled, with personalized, targeted content, they drive customers back to the site. As a result, GRAVIS has seen a 13% increase in traffic overall.

This has contributed to an incredible 14% increase in sales

Impact in numbers

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Increase in reviews

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Growth in traffic

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Boost in sales

parcellab tracking interface on smartphone iphone

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