Case Study: FARFETCH drives customers back to its site with parcelLab
Key results
The challenge
FARFETCH operates a global luxury marketplace with cross-border shipments that can require additional customs clearance. The team wanted to improve delivery communications and reduce delivery-related customer contacts.
The solution
FARFETCH used parcelLab's platform, including its Campaign Manager, to send proactive delivery alerts and real-time tracking across its logistics network.
“By launching Campaign Manager, we enhanced the delivery experience for customers by sending alerts for additional customs clearance information required. We reduced delivery-related contacts by 30-40% in the first roll-out and are now expanding the solution to new locations to localize the customer experience and best serve our customers.”
JSJosé Pedro SáSenior Business Analyst, FARFETCH
The results, in context
79% of customers return to FARFETCH's website via tracking communications, with 72% giving positive feedback on communications and a 2% conversion from emails. In its first rollout of Campaign Manager, FARFETCH reduced delivery-related contacts by 30-40%.