MediaMarktSaturn introduced 2.5 million new customer touch points with our platform
The MediaMarktSaturn Retail Group is Europe’s leading retailer of consumer electronics and accessories
In addition, both brands operate popular online shops. The team wanted to ensure that they deliver an engaging online shopping experience that leaves a lasting impression on their customers.
In a crowded market, MediaMarktSaturn wanted to create long-term brand ambassadors, so needed to deliver an impressive customer experience.
USD $1,143.6 Million
DHL, Hermes facillityservice, DHL, goodsshipment
Improve customer engagement
Which is why they decided that parcelLab would be the ideal partner, enabling them to regain full control of
their communication throughout the entire customer journey.
Chief Digital Officer
“With parcelLab, we created additional communication and marketing channels that are very well received by our customers. Through the intelligent shipping communication provided, we have significantly reduced customer service inquiries.“
Redesign post-sales communication
Working with parcelLab, the team created a new communication workflow, including a delivery window notification, pick-up updates and feedback requests.
This approach enables them to successfully manage expectations, boost customer engagement and deliver a better overall service.
Informed and happy customers
With open rates of 71%, their customers welcome the personalized, valuable information that they now receive.
Additionally, the team have seen a significant drop in ‘Where is my order’ customer inquiries, meaning the cost and workload of the support team has reduced.
Impact in numbers
New touch points
Email open rate
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