Studio Moderna improves visibility
European home and wellness brands retailer Studio Moderna has added real-time transportation visibility
The retailer delivers more than 6 million parcels to customers each year and relies heavily on the efficient execution of its supply chain operations to help overcome several key business challenges, which include high inventory levels, logistics costs and a lack of end-to-end visibility.
However, with over 50 local carriers used across a number of fragmented markets, and speaking a diverse array of languages, providing customers with tracking information on the whereabouts of parcel deliveries is a complex challenge. This demands a sizable customer service team, relying on manual processes, including emails and calls, to provide this service.
Prior to the Covid-19 pandemic, Studio Moderna launched a strategic digital transformation project to use new technologies to enhance and optimise their customer service and NPS, increase customer satisfaction and sales, and reduce costs associated with carrier integration. But as the pandemic began to unfold and ecommerce soared, the company realised the value in fast tracking efforts to increase delivery visibility and to enhance their customer experience.
Daniel Hodžić, Studio Moderna’s group last mile delivery manager, said: “The Shippeo platform provides us with a single centralised portal in which we can aggregate data from all of our carriers, offering a consistent view across all delivery channels.”