HS Fachmarkt Customer Success Story

Increased sales and a doubled repeat purchase rate. HS Fachmarkt partnership with parcelLab shows significant success.

100% Increase
Re-purchase Rate
25% Increase
Revenue
2% Increase
Basket Size

HS Fachmarkt - Garden and Leisure Online Shop

Founded in 2005 and offering just under 13,000 products via Garten-und-frezeit.de, HS Fachmarkt Vertriebs is one of Germany’s leading online specialist retailers of garden and leisure furniture.
Branch:
Garden/Leisure
Orders/ month:
Five-figure range
Logistics Partner:
DHL, DPD,
DB Schenker

The challenge

Higher customer satisfaction with shorter delivery times

Customer service as a unique selling point

Like all online retailers, HS Fachmarkt operates in a highly competitive sector. Despite holding a good position in the market, it must hold its own against online and bricks & mortar competition.

Creating loyal customers

With a multitude of options on offer to potential customers, the need to make a lasting positive impression is vital. Retailers must turn one-time buyers in to loyal, repeat purchasers. Retailers need to make the shopping experience something special in order to always be the customer's first choice when considering a purchase.

Customer service is of particular importance to the company. In recent years, the shop website has received several awards for the quality of its service. The site has a dedicated sales team of specialists within its contact center to ensure this level of unrivaled service is maintained.
Bernhard Schröder Head of IT, HS Fachmarkt Vertriebs-GmbH
The results were very impressive – we saw an increase in sales, basket size and repeat purchases. The integration was easy and in a short amount of time, parcelLab has become a very valuable tool for us

The solution

parcelLab features in action

Shipping notifications

Fully automated dispatch messages in own branding

Deviation

Real time alerts for delivery deviations

Parcel monitoring

Logistics partner performance feedback

Lighting Fast Integration

The HS Fachmarkt service does not stop with the shipping confirmation. Using the parcelLab solution, customers are kept in the know every step of the way.

With the help of parcelLab’s Data Layer, only relevant shipping messages are sent, and only when necessary. This creates a better user experience and in turn, trust and customer loyalty.

Happy Customers Spend More

The initial results of the collaboration with parcelLab are impressive: customer service enquiries dropped by 13% and the repurchase rate doubled to 4%. HS Fachmarkt has been able to achieve an increase in sales of 25% since the introduction of parcelLab. "The effects of our collaboration with parcelLab are more than satisfactory. We have been able to improve enormously in many areas – it’s far exceeded our expectations! "Says Bernhard Schröder, Head of IT at HS Fachmarkt.