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Elevate customer centricity with proactive communications

About Philipp Plein

The Philipp Plein Group, which includes Philipp Plein, Plein Sport and Billionaire, is an innovative portfolio of luxury fashion brands by designer Philipp Plein with over 100 stores worldwide.

Products Used

parcellab convert Convert
engage Engage
retain Retain


Fashion & Luxury

The Challenge

As a high-profile brand, Philipp Plein prioritizes customer centricity and values personalized communication, ensuring each customer feels valued with proactive issue management and luxurious service. However, their internal system was resource-intensive, requiring manual review of each request and lacking integration with logistical systems.

The team sought a solution to reduce open customer service tickets, enable proactive post-purchase communication, and foster valuable customer relationships.

Our Solution

To provide Philipp Plein with an efficient way to communicate with clients and actively decrease where is my order (WISMO) and where is my return (WISMR) questions, parcelLab designed a customized post-purchase experience on the brand’s domain. The solution critically integrated all of their additional systems. Personalized content was created in their brand voice and look to maintain the premium brand feel and multichannel capabilities provide flexibility for them to reach customers where they are.

The Result

With parcelLab's integration, Philipp Plein keeps customers well-informed throughout the delivery with brand-specific messages, reducing customer service tickets by 15-20%. The streamlined system allows for quick resolution of customer issues, freeing up sales reps to focus on driving sales and enhancing customer loyalty.

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Learn More About parcelLab's Product Suites

parcellab convert Convert

Provide a predictive delivery date that increases conversions, reduces uncertainty, and improves customer satisfaction.

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parcellab Engage Engage

Enhance your post-purchase journey with personalized communications that keep customers informed every step of the way.

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retain Retain

Turn potential customer dissatisfaction into an opportunity for revenue retention by digitizing your returns process.

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