Success Stories Hugo Boss: Drive urgency and build brand loyalty with transparent, personalized touchpoints

Drive urgency and build brand loyalty with transparent, personalized touchpoints

About Hugo Boss

Hugo Boss AG, often styled as BOSS, is a fashion house and brand headquartered in Metzingen, Baden-Württemberg, Germany. The company sells clothing, accessories, footwear, and fragrances.

Products Used

Convert

Engage

Platform

Industry

Fashion & Luxury

The Challenge

HUGO BOSS is one of the leading companies positioned in the premium segment of the global apparel market with two brands, BOSS and HUGO. The group offers collections in 132 countries and online in 72 countries. The global ecommerce team needed a partner to help manage the growing ecommerce business and post-purchase experience as the company scaled.

HUGO BOSS wanted a partner that could integrate into their current processes, deliver efficiencies for the ecommerce department, and collaborate to build flexible post-purchase solutions that would deliver their growing client base back to their website.

Our Solution

parcelLab’s capability to integrate its solution into HUGO BOSS’s existing infrastructure and offer forecasted delivery dates to their global clients kicked off the long-standing partnership. HUGO BOSS initially wanted to understand where parcels were on their journey to customers. parcelLab not only delivered on that promise, but also overtime integrated personalized emails to their client base with updates on order status, delivery timing and returns. parcelLab and HUGO BOSS continue to innovate new solutions to fulfill the needs of HUGO BOSS’s global client base.

Forecasted Delivery Date on Hugo Boss Website

The Result

parcelLab’s ability to support HUGO BOSS’s ecommerce team transform routine operational touchpoints into differentiated, personalized experiences has decreased where is my order (WISMO) requests and given customers more transparency to when their orders are arriving. HUGO BOSS is receiving more engagement on their personalized touchpoints and customers are actively returning to the site, driving more cross-sell and upsell opportunities. HUGO BOSS’s ecommerce team can efficiently delight customers and increase brand loyalty while recovering more revenue.