MARC O’POLO Customer Success Story

Bringing three out of four customers back to the online Shop, generating more than 65,000 customer touchpoints

0,4% Re-purchase rate
10 ROI
External turnover
65K Additional
Touchpoint

MARC O'POLO represents sophisticated and contemporary premium modern casual wear

Founded in Stockholm in 1967, MARC O'POLO is now based in Germany and is represented in more than 30 countries. The preference for natural materials, high quality and special details characterise the individual style of the premium brand with Scandinavian roots, in line with the philosophy of its founders: The freedom to stay true to oneself.
Branch:
Fashion
Orders/ month:
Five-figure range
Logistics Partner:
DHL, Hermes, GLS, UPS, Post AT/NL

The challenge

Create a consistent brand experience and get more customer engagement.

Highest quality throughout the entire customer journey

As a premium brand, MARC O'POLO places the highest demands on the quality of its products. The same applies to customer service and communication. It is therefore important that the company offers its customers consistent high quality and a consistent brand experience across the entire customer journey in its own eShop.

Significant results after just 6 weeks

Thanks to the collaboration with parcelLab, MARC O'POLO now retains full control right up to the last step of the customer journey and in this way can offer its customers consistent communication in line with the brand’s premium quality.

As a premium brand, MARC O'POLO places the highest demands on the quality of its products – from the materials used to their design and realisation.

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The solution

parcelLab features in action

Shipping notifications

Fully automated shipping messages in Marc O’Polo branding

Track & trace page

Important shipping events and details available at a glance

Individualisation

Transparent communication tailored to every single customer

Individuality, even when it comes to communication

As experts in shipping communication, parcelLab offers fully automated updates about dispatch time, any delays, as well as the exact location and time of delivery which are all individually customised for the customer. Based on the data of millions of parcels, an intelligent algorithm sends updates if and when they are relevant to the customers.

Significant Additional Sales

With the support of parcelLab, MARC O'POLO has managed to generate significant additional revenue with comparatively simple measures and to significantly increase customer engagement. Through the integration of a tracking link and shop linking in the dispatch notification, advertising has been done without. For the future, the integration of product recommendations and vouchers in the communication is planned for all customers who have given their consent. This is intended to provide customers with additional added value and to further increase the positive results.