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.
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.
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
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.
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.