Making customers happy with personalized after-sales services

Making customers happy with personalized after-sales services
Published on: Apr 9, 2017
Updated: Aug 18, 2022

After the click on the order button, the work really begins for successful online retailers: Because those who accompany their customers through the shipping process and beyond the arrival of the package with good services not only increase the satisfaction of their online buyers, but also their own sales. That's why the Munich-based start-ups Adnymics and parcelLab are putting individual after-sales services at the center of their joint presentation at this year's plentymarkets Congress.

Munich, March 08, 2017 - March 17 is a must-attend date for the e-commerce industry: that's when this year's merchant congress of ERP system provider plentymarkets will take place at the Kongress Palais in Kassel. 40 expert presentations await the approximately 1,500 participants of the 10th plentymarkets Congress, 60 exhibitors will flank the event with their information booths.

These include the two Munich-based start-ups Adnymics, a provider of personalized parcel inserts, and parcelLab, developer of a customizable parcel tracking solution. Together, the two companies want to show visitors what personalized after-sales services can look like - and how online retailers can benefit from them in concrete terms.

After-Sales Services: The personalized customer journey doesn't end after purchase

The topic of personalization has been the perennial hot topic in e-commerce since last year: big players like Zalando or About You are setting new standards with their focus on personalized customer approaches, which are quickly adopted by customers. In the meantime, numerous studies have proven: Online shoppers expect personalized services, offers tailored to them personally, or individual consulting services.

Retailers who meet this need can look forward to significantly increased conversion rates. But what many retailers forget: The personalized customer journey does not end with the purchase. Retailers can also provide individualized support along the path from the order to the customer - with the service from parcelLab. The start-up offers retailers the opportunity to communicate with their customers even after shipping confirmation, instead of leaving this contact channel to the logistics service provider. Personalized shipping messages inform the buyer at any time about the whereabouts of his order.

This not only pleases the customer, but also reduces the number of inquiries to the retailer's customer service department by up to 30 percent. Once the package has reached the customer, Adnymics' solution enables online retailers to use the emotionally charged moment of unpacking to address customers individually: the company evaluates the buying and surfing behavior of online shoppers and uses this to generate individually compiled package inserts with product suggestions, personalized voucher codes or specially created editorial content.

As a result, the package inserts achieve a significantly higher relevance for the customer than their classic predecessors - which, as has been proven, has a very positive effect on the repurchase rate of online shoppers.

Together, parcelLab and Adnymics are upgrading the entire shopping experience from ordering in the online store to the moment of unpacking to an ideal, individualized customer journey. With their services, the online retailer appears to take personal care of each individual customer. This not only increases customer satisfaction, but also turns expensive one-time buyers into loyal existing customers.

See for yourself the often still underestimated impact of good after-sales services - at the Adnymics and parcelLab stand at the plentymarkets Congress 2017 in Kassel.

related image material | press release as PDF

Press contact parcelLab GmbH

for further materials as well as interview and appointment requests:

Sarah Rizzato

PR & Marketing Manager

parcelLab GmbH

Landwehrstr. 39

80336 Munich

Tel.: +49 89 414171740


About parcelLab:

parcelLab enhances the online shopping experience with proactive customer communications during product shipping. This puts an end to boring shipping notifications and keeps the customer up to date with personalized news at the right time - for

For online retailers, this means open rates of 60% and click rates of more than 30%. This offers optimal opportunities for marketing, upselling 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.


Press contact adnymics GmbH

for further materials as well as interview and appointment requests:

Florian Klötzler

Public Relations

Adnymics GmbH

Denisstr. 1b

80335 Munich

Tel.: +49 (0)89 2154 691 32


About Adnymics GmbH:

The Munich-based start-up Adnymics was founded at the end of 2014 and offers a production system for the production of intelligent package inserts for online mail order. The all-in-one "Target Packaging" system analyzes the buying and surfing behavior of online shoppers, generates ideal product offers from them and prints them as high-quality package inserts. The individualized brochures are produced just-in-time directly at the mail order company and can then be enclosed in the package with the ordered goods and sent to the customer. Addressing customers with targeted product suggestions not only increases customer loyalty, but also boosts repurchase rates and sales. With "Target Conversion," advertisers can book targeted print ads in these inserts.

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Create new reasons for people to love your brand. Build standout post-sales experiences tailored to your customers. Deliver personalized touch points that grab attention and spark loyalty.

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