MediaMarktSaturn increased engagement and introduced 2.5 million new customer touch points with our OX platform
MediaMarkt
Saturn increased engagement and introduced 2.5 million new customer touch points
New touch points
%
Open rate
New touch points
%
Open rate
The MediaMarktSaturn Retail Group is Europe’s leading retailer of consumer electronics and accessories
The company is comprised of the MediaMarkt and Saturn brands, which collectively form a network of approximately 1,000 stores.
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.
Branch:
Electronics
Global Net Sales (2019)
USD $1,143.6 Million
Logistics Partner:
DHL, Hermes facillityservice, DHL goodsshipment
The MediaMarktSaturn Retail Group is Europe’s leading retailer of consumer electronics and accessories
The company is comprised of the MediaMarkt and Saturn brands, which collectively form a network of approximately 1,000 stores.
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.
Branch: Electronics
Global Net Sales (2019)
USD $1,143.6 Million
Logistics Partner: DHL, Hermes facillityservice, DHL goodsshipment
THE GOAL
Improve customer engagement
Before working with parcelLab, MediaMarktSaturn lost contact with customers after checkout.
They recognized that this was a wasted opportunity for them to stand out, build loyalty and win repeat business.
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.
Marius Lückemeyer,
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. “
OUR SOLUTION
Redesign post-sales communication
Our intelligent platform validates MediaMarktSaturn’s shipment data and combines it with their carrier’s shipping information to deliver personalized, accurate messages
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.
THE RESULT
Informed and happy customers
After leveraging our platform to add new customer touch points, MediaMarktSaturn’s customer engagement increased throughout shipping and beyond.
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
%
open rate
New touch points
%
open rate
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.
