Success Stories H&M: Ending the experience gap in global delivery

Ending the experience gap in global delivery

About H&M

H&M (an initialism for Hennes & Mauritz) is a multinational clothing company based in Sweden that focuses on fast-fashion clothing for men, women, teenagers, and children. As of 23 June 2022, H&M Group operates in 75 geographical markets with 4,801 stores under the various company brands, with 107,375 full-time equivalent positions.

Products used

Engage

Retain

Platform

Industry

Fashion & Luxury

parcelLab Impact

45

Countries Live

6

Week Implementation

4

Week Roll-Out

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The Challenge

In the past, H&M Group has assigned post-purchase and delivery communication to third-party logistic providers in the respective countries. To optimize the process, H&M Group sought a post-purchase partner to help them close this customer experience gap in delivery, returns, and beyond.

The key requirements included:

Integration of all global logistics service carriers
Flexibility in implementing branding specifications and individual needs

The Solution

parcelLab developed a two-phased approach to exceed the H&M Group’s expectations and improve their customers’ experience. We created multiple bespoke shipping messages for critical events, such as upcoming delivery and successful package handover.

The Result

By using parcelLab’s post-purchase platform, H&M’s customers are now informed about every step in the shipping process. There has not only been a reduction in shipping-related inquiries to call centers, but our platform has increased customer satisfaction and retention.