MediaMarktSaturn Customer Success Story

Increased sales and brand interactions at MediaMarktSaturn

3.53 mil. Additional
customer touchpoints
71% Email open rate

Europe’s Largest Retail Chain For Consumer Electronics

The MediaMarktSaturn Retail Group is Europe’s leading retailer of consumer electronics and related products. The company includes the MediaMarkt and Saturn brands, which collectively have a network of approximately 1,000 stores, 430 of which are in Germany. In addition, both brands operate online shops.

Branch:
Electronics

Orders/ month:
Six-digits

Logistics Partner:
DHL, Hermes facility service, DHL goods shipment

The Challenge

More customer loyalty in the post-checkout phase

Individual Dispatch Communication To The Front Door

On the day of delivery, the electronics retailer informs its customers during which delivery window the DHL courier will arrive. Customers who are not at home at this time can select a different delivery option at the click of a mouse. In addition, customers who missed the package will be informed about pick-up options. A few days after receiving the package, the customer will be asked by email for a review of their experience.

The Right Information At The Right Time

In order to make shipping a positive experience for the customer, MediaMarkt and Saturn only have to transmit their shipment data to parcelLab in accordance with DSGVO. All relevant information is then automatically detected. Subsequently, parcelLab’s intelligent solution validates the shipment data, combines it with the shipping information of the logistics partner and then automatically sends shipping messages directly to the customer.

Marius Lückemeyer Chief Digital Officer, MediaMarktSaturn Germany
Together with parcelLab, we have created an additional communication and marketing channel that is very well received by our customers. A very common reason why customers contact the call centre is to ask when the parcel will arrive. Through the intelligent shipping communication provided by parcelLab, we can significantly reduce these requests.

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The Solution

parcelLab features in action

Shipping messages

Fully automated dispatch messages in MediaMarktSaturn branding

Track & Trace page

The most important shipping events (including historical data) at a glance directly in the shop

Individualisation

Transparent and personalised communication at every point of the customer journey – from order to return

With the help of the Munich-based specialist for post-purchased communication, parcelLab, Media Markt now accompanies its customers closely after they have clicked the buy button. parcelLab was a participant in the first round of the Retailtech Hub, MediaMarktSaturn’s start-up program and Plug and Play.

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