Lieferello Customer Success Story

Grocers have the biggest challenge in e-commerce.

Lieferello - food and more!

Lieferello distributes premium groceries via their own online shop lieferello.de. Their range contains over 22,000 items of well-known and small manufacturers from all over the world. Additionally, high class spirits are sold via Cheers by Lieferello.
Branch:
Food
Orders/ month:
Five-figure range
Carriers:
DHL

The challenge

Groceries as the biggest challenge in e-commerce

Excellent customer service

Excellent Customer Service is of high importance at Lieferello. Although damages during shipping can happen – a fractional amount of shipments are impaired during transport – customers should be informed early and always feel in good hands, rather than getting upset when receiving a faulty item.

Multi shop and more

Lieferello also runs online shops for customers, such as THW Kiel’s fanshop or the GOSCH Sylt Distribution. Outstanding service across all shops is a matter of course for Lieferello – they set a high value on reliable delivery and first-class customer service. Additionally, Lieferello.de is certified by Trusted Shops.

Frequent issues in grocery shipment, such as damages to fragile items like bottles or glassware, aren’t acceptable for the retailer. The customer should feel in good hands at all times.
We want to offer our customers more than the average online shop and grocery retailer. For us, open and proactive communications are an important part of excellent customer service.
Head of customer services Lieferello

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The solution

parcelLab features in action

Shipping notifications

Fully automated and branded shipping notifications

Deviation

Real-time notifications in case of prolonged delivery delays

Logistics dashboard

Detailed reporting for all shipments and distribution channels

Detection of damage

Due to parcelLab’s services, Lieferello knows immediately if a package has been impaired during transport and is able to react instantly: The customer doesn’t have to get irritated upon arrival and complain to the shop, but is informed early on about a possible delay or the arrival of a damaged item.

Additional advantage: The potential replacement reaches the customer sooner as well. Thereby, the otherwise frustrating case of a defective item is shaped most positively and the customer recognizes, that the online shop is dealing with the issue instantly. The result: The frustration sinks and the customers are happier.

Multi shop & integration

The parcelLab service therefore offers an extensive benefit especially to senders of ‘critical’ items: No matter if time-critical, at risk of breaking or perishable – thanks to the possibility of installing individual notification rules, the retailer can act appropriately and proactively at all times. For Lieferello, the multi-shop functionality was also of great importance: Each of the operated shops is endued with individual communications. Due to parcelLab’s partnership with numerous merchandise management systems, no IT efforts are necessary. In Lieferello’s case, the data transfer happened directly via their implemented system Actindo, without any additional IT resources. It’s that easy for retailers to make their customers happy.