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[Success story parcelLab] : H&M ending the experience gap in global delivery

H&M Group were looking for a partner to extend the quality of service following customer purchase, through returns and beyond. How did they achieve this? Read… View Article

RETAIL SOLUTIONS

[Success story parcelLab] : H&M ending the experience gap in global delivery

H&M Group were looking for a partner to extend the quality of service following customer purchase, through returns and beyond. How did they achieve this? Read on…

THE CHALLENGE

In the past, H&M Group has assigned post-purchase and delivery communication to third-party logistic providers in the respective countries. To optimise the process, H&M Group sought a post-purchase partner to help them close this customer experience gap in delivery, returns and beyond.

The key requirements included:

  • Integration of all global logistics service carriers
  • Flexibility in implementing branding specifications and individual needs
  • Highly personalised and branded
  • Ensure communication is branded and not from 3rd party carriers
  • Development of an integrated branded returns portal

THE SOLUTION

parcelLab developed a two-phased approach to exceed the H&M Group’s expectations and improve their customers’ experience. We created multiple bespoke shipping messages for critical events, such as upcoming delivery and successful package handover.

In an initial pilot program, parcelLab tested its post-purchase communication platform in H&M Poland to allow the brand to experience a small-scale version of our vast capabilities. Amazed by the instant results, H&M made a commitment to parcelLab and rolled out shipping communications to an additional 45 markets.

In a second step, H&M integrated parcelLab’s returns portal to streamline the returns process and make it easier for customers to return their orders. Adoption of the return’s portal enabled the brand to reduce expenses, by eliminating the need for additional paper inserts as well as allowing for better management of stock inventories.

Read More from the parcelLab team HERE

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