Cyberport, Tchibo and Thomann optimise their shipping processes
Published on: Jul 1, 2017 Updated: Aug 18, 2022
In e-commerce, shipping is an important part of the customer journey - because the purchase does not end with the order, but only when the customer holds the goods in their hands. So why do so many online retailers neglect the shipping process and thus give away valuable moments for customer loyalty? Cyberport, Tchibo and Thomann, three of the top 20 online shops in Germany, are therefore working with the Munich-based start-up parcelLab to optimise their shipping processes.
Munich, 1 June 2017 - For many online shops, the shipping process is limited to packing the goods and handing them over to the logistics service provider, who takes over most of the job and responsibility from here on. The customer still receives an order confirmation from the shop, and if necessary a shipping confirmation; otherwise, the shop usually only deals with the customer in this phase if they contact customer service. After all, everything that happens now is no longer the merchant's responsibility, right? Wrong, say the big e-commerce players Cyberport, Tchibo and Thomann, and since this year they have been relying on the Munich-based start-up parcelLab to optimise their shipping processes.
The three online retailers are not only among the largest and most successful shops in this country (5th, 7th and 16th place in the 100 highest-turnover online shops in Germany), but have also been able to record exciting triumphs time and again in recent weeks. Electronics retailer Thomann, for example, can boast 7th place among Germany's 10 most popular online shops. Such popularity is not least due to a well thought-out customer journey of a provider. Now Cyberport, Tchibo and Thomann have also recognised the shipping process as part of their customer journey and have taken measures to optimise this phase and use it for their own benefit. Instead of viewing shipping as a necessary evil, they are now taking active action here - with proactive, personalised shipping messages and insightful logistics performance reporting from parcelLab.
Shipping as an opportunity for customer loyalty
The direct comparison to stationary trade leads to increased customer expectations, especially with regard to service. A complete purchase should therefore also end in e-commerce as in the physical shop only with the receipt of the goods. Online retailers should therefore not sit back with the receipt of the order and rely on logistics service providers, but ensure that shipping is constantly optimised and that the customer is ideally looked after in this phase as well. Tchibo and Cyberport therefore use parcelLab's service to monitor and analyse the performance of their logistics providers and effectively make changes to improve the shipping process. parcelLab's intelligent logistics dashboard provides a detailed overview of all shipments and enables the shops to proactively deal with shipping events such as delays.
Thomann additionally extends this measure by sending automated shipping messages, which go out individually to the customer in case of defined events. These messages differ from the usual logistics messages because they not only contain only relevant information, but also provide information about delays at an early stage. The customer therefore knows where his parcel is at all times and does not have to contact customer service to find out where it is. The result is a reduction in customer enquiries and optimised shipping processes - and more satisfied customers.
parcelLab enhances the online shopping experience with proactive customer communications during product shipping. This puts an end to boring shipping notifications and keeps the customer informed with personalised messages at the right time - for online retailers this means open rates of 70% and click-through rates of more than 30%. In addition, there are optimal opportunities for marketing, up-selling and improving logistics processes.
The Munich-based start-up parcelLab began in 2014 with the three founders Tobias, Anton and Julian. In the meantime, the team has grown to 18 people and supports over 75 customers worldwide in perfect shipping communication.
Cyberport is one of the largest e-commerce companies for computer technology and consumer electronics in Europe. At www.cyberport.de, customers can find over 45,000 products from the areas of notebooks, smartphones, televisions and household appliances. The omnichannel concept allows private and business customers to shop both via the web shop, telephone sales and in one of the 15 stores in Germany and Austria. Cyberport now employs over 600 people across Germany and has over 4.8 million customers. Founded in a small Dresden city villa in 1998, Cyberport is now the fifth largest German online retailer.
Founded in 1949 by Max Herz, Tchibo has stood for freshness and quality in the coffee market for over 65 years. From the original consignor of coffee, it has developed into an international company that is active in many more business areas than the traditional distribution of coffee. Over the years, Tchibo has consistently expanded its range of products and its distribution channels - customers have been able to shop online since 1997, among other things - and ensures variety and quality worldwide with strong brands.
Thomann is one of the leading companies in the field of musical instruments, studio, sound and lighting equipment with over 8,600,000 customers throughout Europe and currently around 1,300 employees at its headquarters in Treppendorf near Bamberg in Bavaria. In 2016, the company received the German Online Retail Award in the category "Sport & Leisure" for the fifth time in a row. The award is considered the most important award in German online retail, based on customer surveys.