Following major success in Germany, innovative post-purchase solution parcelLab is expanding into the UK to enable retailers and other companies selling over the internet to deliver the best possible after-sales customer experience and maximise the marketing potential of this part of the customer journey.
Having launched in 2014, the Munich-based business currently serves almost a third of Germany’s largest online retailers, and has now opened an office in London to strengthen its footprint in the market. The announcement coincides with high demand from existing German retailers expanding to the UK and parcelLab having secured trials with two of the UK’s leading pure play e-tailers in fashion and interiors.
parcelLab manages the entire post-purchase experience, enabling retailers to communicate directly with customers to keep them informed throughout the delivery process, while also identifying key marketing opportunities.
“The customer journey should not stop at the point of purchase in the same way that shipping should be far more than simply delivery,” said Tobias Buxhoidt, founder and CEO of parcelLab. “We enable perfect communication between shops and customers during shipment and also make the shipping process smart, emotional and personalised. We also maximise post-purchase marketing, not only encouraging customers to return, but also to buy more.”
For parcelLab’s more than 300 clients, the results in Germany to date have been impressive. For example, parcelLab created 65,000 additional customer touchpoints for fashion e-tailer Marc O’Polo, resulting in a 0.4% repurchase rate. For Weltbild, one of Germany’s biggest multichannel retail and media companies after Amazon, integrating parcelLab has resulted in up to 5% fewer returns.
Christian Seiler, CEO of Weltbild, said: “Thanks to parcelLab, we were able to improve customer communication and make it more transparent. Weltbild puts its customer centre stage across the entire customer journey – no matter where they are at the time. This gives them an all-round good shopping experience.”
Based in London, the new UK office will be led by Buxhoidt, who is supported by an experienced team including Tom Lines, head of client partnerships UK; Julia Henry, post-purchase Manager; Sherine El-Tarahony, client partnerships manager; and Julian Krenge, chief technology officer.