11teamsports customer success story

Personalised and transparent customer communication leads to increased sales and larger shopping baskets. After all, a satisfied customer spends more, more often.

19% Revenue
Increase
8% Increase
Basket Size
3,5% Increase
Re-purchase rate

11teamsports - Fan & Teamsports

With more than 1,000,000 customers, 11teamsports is the largest online shop for football and team sports in the German-speaking world. Combining sporting goods from leading brands, complete outfits of all clubs and individualised items on one platform, the shop has a product range of over 25,000 items.
Branch:
Fashion/ Sports
Orders/ month:
Six-figure range
Logistics Partner:
DHL

The challenge

Creating loyal customers by using transparent communication

Post-checkout Personalisation

For 11teamsports it was important to look after its customers after they clicked the checkout button, not leaving the communication to third parties. The intention, to create an outstanding and, trusted shopping experience throughout the customer journey. DHL's standard shipping messages were unsatisfactory and did not help build customer relationships.

Complete Communication

In addition to branded goods and club merchandise, 11teamsports also offers individualized sporting goods, usually taking several days to produce. Due to this increased lead time, a simple order confirmation email was not sufficient.

11teamsports were looking for a partner that could customise its post-purchase communications in order satisfy its customers whilst increasing long-term sales, re-purchase rates and shopping basket sizes.
Christian Schab Head of E-Commerce, 11teamsports
Our partnership with parcelLab has given us many advantages. Our customers now receive all post-purchase messages directly from us, in our corporate identity and the Track & Trace page on our site has created some very valuable traffic

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The solution

parcelLab features in action

Shipping notifications

Fully automated customer notifications in 11teamsports branding

Track & trace page

Important shipping events and details available at a glance

Individualisation

Transparent communication explaining individual production steps

Post-purchase communication without compromise

By working with parcelLab, 11teamsports took full control of their post-checkout communication. Customers are looked after throughout the customer journey with informative and personalised messages. Customers can track the status of their order at any time on the site’s Track & Trace page. Customers that purchased personalised products are kept up to speed about their order through bespoke communication specifically designed for the product type.

Happier Customers & Increased Sales

Relevant and informative messaging paired with a live Track & Trace page creates a holistic shopping experience. 11teamsports customers feel included and looked after. Since the implementation of parcelLab, sales have increased by 19%, average shopping cart size by 8% and the re-purchase rate by 3.5% respectively. After all, satisfied customers spend more, more often.