Mister Spex: Achieving 20/20 Vision in Logistics with Parcel Perform
360-degree view of carrier performance
Reduced WISMO inquiries
Increased customer engagement
Data-driven notification strategy
Enhanced logistics team efficiency
About the Customer
Mister Spex is the leading digitally-driven omnichannel optical brand in Europe, offering a seamless shopping experience with a vast selection of eyewear and innovative virtual try-on tools. The company has a daily shipping volume of more than 20,000 parcels, and manages carrier patterns across more than 10 countries in Europe.
Mister Spex, with its complex logistics infrastructure faced challenges in gaining real-time visibility into shipments and standardizing carrier updates. Manual reporting processes were time-consuming, while the lack of a unified tracking experience and multilingual support impacted customer satisfaction.
"Before we used Parcel Perform, we used carriers’ notifications to provide delivery status updates. We were not able to proactively inform customers about any delays and had to manually send out notifications instead."
The Parcel Perform Solution:
Parcel Perform's comprehensive platform provided Mister Spex with a 360-degree view of their logistics operations, consolidating data from various carriers and providing actionable insights that empowered them to overcome their challenges and elevate the customer experience.
Carrier Performance Analytics
Parcel Perform integrated with 1,078+ carriers, collecting and standardizing tracking data to provide real-time insights into carrier performance, enabling Mister Spex to identify bottlenecks and optimize their carrier network.
Branded Tracking Page
Parcel Perform's customizable tracking page allowed Mister Spex to maintain brand visibility throughout the delivery journey, enhancing customer engagement and reducing WISMO inquiries.
Proactive Delivery Notifications
Automated, multilingual notifications kept customers informed in their preferred language, improving communication and reducing customer service inquiries.
Notification Analytics
Parcel Perform's analytics tools empowered Mister Spex to measure the effectiveness of their notifications and tailor their communication strategy for maximum customer engagement.
"We have implemented delay SLAs that trigger a notification automatically, which has saved us a lot of time and reduced the number of WISMO enquiries our customer service team faces."
Parcel Perform's advanced reporting capabilities can break down last-mile SLA compliance by carrier and shipping events, or track compliance ratio over time.
Order tracking updates can be displayed in different languages to match the customer's language of choice.
The Impact:
Parcel Perform's platform has significantly improved Mister Spex's logistics operations and customer experience by providing them with the tools to proactively manage delivery issues, reduce WISMO inquiries, and optimize their carrier network, resulting in increased customer satisfaction and operational efficiency.
Enhanced Visibility and Efficiency
The logistics team now has a clear, real-time view of carrier performance, enabling proactive issue resolution and improved efficiency.
Reduced WISMO Inquiries
Proactive notifications and a branded tracking page have significantly reduced customer service inquiries, freeing up resources for other tasks.
Improved Customer Satisfaction
Personalized, multilingual notifications and a seamless tracking experience have contributed to increased customer satisfaction and loyalty.
Data-Driven Decision Making
Parcel Perform's analytics tools have empowered Mister Spex to make informed decisions about their logistics operations and communication strategy.
Mister Spex's collaboration with Parcel Perform has revolutionized their post-purchase experience.
Now, they're setting their sights on an even more seamless customer journey by optimizing returns. This strategic move perfectly complements their commitment to convenience and omnichannel excellence, further solidifying their position as a leader in customer satisfaction.
"Our Customer Service and Ops team has full visibility into the parcel journey. We can easily filter for shipments based on different search parameters like recipient name, order ID or tracking status.
The various functionalities of PP’s platform has helped us respond efficiently to customer calls and questions. Parcel Perform's logistics intelligence dashboards, including our predefined SLAs for delays, are very useful."
Get real-time logistics data visibility and intelligent insights for your business.
Book a demo with us to learn how Parcel Perform can help your business.
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Post-Purchase Experience
