Cyberport, Tchibo and Thomann optimize their shipping processes
In e-commerce, shipping is an important part of the customer journey - because shopping doesn't end with the order, but only when the customer holds the goods in their hands. So why do so many online retailers neglect the shipping process and thus give away valuable moments for customer loyalty? Cyberport, Tchibo and Thomann, three of the top 20 online stores in Germany, are therefore working with Munich-based startup parcelLab to optimize their shipping processes.
Munich, June 1, 2017 - For many online stores, the shipping process is limited to packing the goods and handing them over to the logistics service provider, who takes over most of the job and responsibility from here on. The customer still gets an order confirmation from the store, if necessary a shipping confirmation, otherwise one usually only deals with him in this phase if he contacts customer service. After all, everything that happens now is no longer the merchant's responsibility, right? Wrong, say the big e-commerce players Cyberport, Tchibo and Thomann, and since this year they have been relying on the Munich-based startup parcelLab to optimize their shipping processes.
The three online retailers are not only among the largest and most successful stores in this country (5th, 7th and 16th place in the 100 highest-turnover online stores in Germany), but have also been able to record exciting triumphs time and again in recent weeks. Electronics retailer Thomann, for example, can boast 7th place among Germany's 10 most popular online stores. Such popularity is due in no small part to a provider's well-designed customer journey. Now Cyberport, Tchibo and Thomann have also recognized the shipping process as part of their customer journey and have taken measures to optimize this phase and use it to their advantage. Instead of viewing shipping as a necessary evil, they are now taking active action - with proactive, personalized shipping messages and insightful logistics performance reporting from parcelLab.
Shipping as an opportunity for customer loyalty
The direct comparison to stationary trade leads to increased customer expectations, especially with regard to service. A complete purchase should therefore also end in e-commerce as in the physical store only with receipt of the goods. Online retailers should therefore not sit back and rely on logistics service providers once the order has been received, but should ensure that shipping is constantly optimized and that the customer is ideally looked after in this phase as well. Tchibo and Cyberport therefore use parcelLab's service to monitor and analyze the performance of their logistics providers and effectively make changes to improve the shipping process. In doing so, parcelLab's intelligent logistics dashboard provides a detailed overview of all shipments and enables the stores to proactively deal with shipping events such as delays.
Thomann additionally extends this measure by sending automated shipping messages, which go out individually to the customer in case of defined events. These messages differ from the usual logistics messages because they not only contain only relevant information, but also provide early warning of delays. This means that customers know where their parcel is at all times and do not have to contact customer service to find out where it is. The result is a reduction in customer inquiries and optimized shipping processes - and more satisfied customers.
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parcelLab enhances the online shopping experience with proactive customer communications during product shipping. This puts an end to boring shipping notifications and keeps customers updated with personalized messages at the right time - for online retailers this means open rates of 70% and click-through rates of more than 30%. In addition, there are optimal opportunities for marketing, up-selling and improving logistics processes.
The Munich-based start-up parcelLab began in 2014 with the three founders Tobias, Anton and Julian. In the meantime, the team has grown to 18 people and supports over 75 customers worldwide in perfect shipping communication.
Cyberport is one of the largest e-commerce companies for computer technology and consumer electronics in Europe. At www.cyberport.de, customers can find over 45,000 products from the areas of notebooks, smartphones, televisions and household appliances. The omnichannel concept enables private and business customers to store both via the web store, telephone sales and in one of the 15 stores in Germany and Austria. Cyberport now employs over 600 people across Germany and has over 4.8 million customers. Founded in a small Dresden city villa in 1998, Cyberport is now Germany's fifth-largest online retailer.
Founded in 1949 by Max Herz, Tchibo has stood for freshness and quality in the coffee market for over 65 years. From the original consignor of coffee has evolved to today an internationally active company that is active in significantly more business areas than the traditional distribution of coffee. Over the years, Tchibo has consistently expanded its product range and sales channels - customers have been able to shop online since 1997, among other things - and ensures variety and quality worldwide with strong brands.
Thomann is one of the leading companies in the field of musical instruments, studio, sound and lighting equipment with over 8,600,000 customers throughout Europe and currently about 1,300 employees at its headquarters in Treppendorf near Bamberg in Bavaria. In 2016, the company received the German Online Retail Award in the category "Sport & Leisure" for the fifth time in a row. The award is considered the most important award in German online retail, based on customer surveys.
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