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20% fewer calls due to delivery updates

About GRANIT

GRANIT Parts, a well-known replacement parts specialist, distributes products for agricultural machines, gardening tools and construction vehicles. The brand works with 35,000 dealers, providing high-quality services and products to businesses across Europe. Because of the nature of their products, delivery is a time-sensitive issue. Often, GRANIT Parts’ customers are businesses that need a replacement part in order to get their job done. This means that in order to maintain their reputation, it’s paramount that any delays are communicated in a timely manner.

Products Used

engage Engage
Platform Logo Platform

Industry

Spare Parts & Accessories

parcelLab Impact

20%

Fewer Inquiry Calls

15%

Fewer Inquiry Emails

8

B2B Info Emails

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THE CHALLENGE

Clear and timely communication is crucial for GRANIT Parts, a leading name in the spare parts industry, where on-time deliveries are vital. To avoid delays and maintain open communication, they utilize our event-driven platform. This system promptly notifies customers of any delays, offering them swift access to alternative solutions and preventing any hold-ups in their projects.

OUR SOLUTION

Detailed & Timely Communication

Utilizing our solution, GRANIT Parts can promptly and accurately inform customers of any delays. The live shipment tracking feature is not only enabled for white-labeling but can also be customized with personalized content, such as videos, to offer customers a holistic service experience.

The Result

Since working with us, Granit Parts has added high-quality, valuable customer touch points to their post-sales experience. This further supports the brands credibility as customers can trust them to communicate proactively. Furthermore, the personalized, detailed customer touch points have contributed to a 15% drop in their inquiry emails and a massive 20% decrease in inbound customer calls. This has reduced the cost and workload of the sales team, as well as increasing the happiness of customers.

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Learn More About parcelLab's Product Suites

parcellab convert Convert

Provide a predictive delivery date that increases conversions, reduces uncertainty, and improves customer satisfaction.

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engage Engage

Enhance your post-purchase journey with personalized communications that keep customers informed every step of the way.

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retain Retain

Turn potential customer dissatisfaction into an opportunity for revenue retention by digitizing your returns process.

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