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PUMA: Unleashing Post-Purchase Potential with Parcel Perform

  • Data-driven logistics

  • Proactive issue resolution

  • Personalized customer journeys

  • Streamlined returns process

  • Enhanced customer experience

About the Customer

PUMA is a global sportswear company renowned for its iconic designs and innovative products. Founded in Herzogenaurach, Germany, in 1948, PUMA has established itself as a leading player in the athletic footwear and apparel industry. With a strong focus on sports performance and lifestyle, PUMA caters to athletes and consumers alike, offering a wide range of products, including sneakers, apparel, accessories, and collaborations with renowned brands and personalities.

Products Used

Delivery Experience_icon Post-Purchase Experience

Returns Experience_icon (1)Returns Experience

The Challenge: 

PUMA's primary challenge was managing the complexities of post-purchase communication and logistics across a vast European market.

With shipments going to 27 countries and involving 10-15 carriers, they needed a solution that could centralize data, provide granular insights, and enable personalized customer experiences.

This would allow them to proactively address delivery issues, streamline operations, and ultimately enhance customer satisfaction and loyalty.

"With Parcel Perform, we'll have a single access point for all the data related to an order, which helps us give very personalized responses to each customer."
Alexander Bube PUMA
Alexander Bube  
Teamhead Fulfillment & Support E-Commerce Europe, PUMA

The Parcel Perform Solution:

Parcel Perform's platform empowered PUMA to transform their post-purchase experience. It provided real-time visibility, comprehensive data, and actionable insights. This enabled PUMA to proactively manage logistics, personalize customer interactions, and optimize their operations.

Transformed Post-Purchase Experience

PUMA gained unparalleled visibility into their shipments, allowing them to monitor and address potential disruptions before they escalate in order to deliver the best experience possible to their customers.

Actionable Insights from Comprehensive Data

Parcel Perform's data platform provided PUMA with end-to-end visibility into their order process, allowing them to track every step from order creation in the warehouse to final delivery, and proactively address any potential issues along the way.

Flexible Reporting and Analytics

PUMA leverages Parcel Perform's in-depth reporting and analytics capabilities to gain a deeper understanding of their shipping and returns performance, identify areas for improvement, and uncover opportunities for future optimization.

Seamless Returns Management

Parcel Perform's seamless integration with PUMA's online return solution streamlines their entire returns process, providing valuable insights and enabling a paperless, sustainable return experience for their customers.

Puma success story image

The Impact:

PUMA's implementation of Parcel Perform signifies more than just a simple technology upgrade; it represents a strategic commitment to elevating the entire post-purchase customer experience.  

This partnership has enabled PUMA to overcome logistical challenges and provide a more personalized and satisfying journey for its customers.

  • Enhanced Visibility and Control

    PUMA now possesses a real-time window into the movement of its shipments across the entire European market. This real-time visibility empowers them to take proactive steps, resolving potential issues before they impact the customer experience.

  • Data-Driven Decision Making

    PUMA is going beyond mere data collection and is using it to fuel smarter decision-making. Parcel Perform's platform gives PUMA the analytical muscle to examine its shipping and returns data in detail, uncovering areas ripe for improvement and opportunities to boost efficiency.

  • Personalized Customer Experiences

    By harnessing data insights, PUMA ensures that every interaction with a customer is relevant and tailored to their specific needs and order details. This commitment to creating unique customer journeys reflects PUMA's understanding that a positive post-purchase experience fosters loyalty and encourages repeat purchases.

  • Improved Customer Service Efficiency

    PUMA's customer service representatives are now equipped with instant access to all the crucial order data they need. Parcel Perform acts as a central hub for information, allowing them to swiftly and effectively resolve customer inquiries.

  • Proactive Issue Resolution

    PUMA is proactively tackling potential delivery issues before they escalate. The alerting system within Parcel Perform flags any potential disruptions, giving PUMA the opportunity to take rapid action and minimize any negative effects on customer satisfaction.

  • Streamlined Returns Management:

    Parcel Perform simplifies the returns process, making it easier for both PUMA and its customers. The integration with PUMA's online return solution facilitates a streamlined, paperless return experience while also giving PUMA valuable data on return patterns.

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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