Success Stories GRANIT: 20% fewer calls due to delivery updates

20% fewer calls due to delivery updates

About GRANIT

GRANIT Parts, a well-known replacement parts specialist, distributes products for agricultural machines, gardening tools and construction vehicles. The brand works with 35,000 dealers, providing high-quality services and products to businesses across Europe. Because of the nature of their products, delivery is a time-sensitive issue. Often, GRANIT Parts’ customers are businesses that need a replacement part in order to get their job done. This means that in order to maintain their reputation, it’s paramount that any delays are communicated in a timely manner.

Products Used

Engage

Platform

Industry

Spare Parts & Accessories

parcelLab Impact

20%

Fewer Inquiry Calls

15%

Fewer Inquiry Emails

8

B2B Info Emails

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THE CHALLENGE

Clear and timely communication is crucial for GRANIT Parts, a leading name in the spare parts industry, where on-time deliveries are vital. To avoid delays and maintain open communication, they utilize our event-driven platform. This system promptly notifies customers of any delays, offering them swift access to alternative solutions and preventing any hold-ups in their projects.

OUR SOLUTION

Detailed & Timely Communication

Utilizing our solution, GRANIT Parts can promptly and accurately inform customers of any delays. The live shipment tracking feature is not only enabled for white-labeling but can also be customized with personalized content, such as videos, to offer customers a holistic service experience.

The Result

Since working with us, Granit Parts has added high-quality, valuable customer touch points to their post-sales experience. This further supports the brands credibility as customers can trust them to communicate proactively. Furthermore, the personalized, detailed customer touch points have contributed to a 15% drop in their inquiry emails and a massive 20% decrease in inbound customer calls. This has reduced the cost and workload of the sales team, as well as increasing the happiness of customers.

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The brand GRANIT PARTS stands for customer orientation and reliability. This is not only reflected in our products, but thanks to parcelLab also in our shipping communication.