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Omni-channel retailer selects last-mile solution

29 October 2021

STUDIO MODERNA, an omni-channel retailer of home and wellness brands across Central and Eastern Europe, has chosen Shippeo, a leading provider of real-time transportation visibility, to power new parcel track and trace capabilities for customers across Central and Eastern Europe.

The retailer’s vertically integrated omnichannel retail and distribution network reaches over 360 million consumers, delivering more than 6 million parcels. The company 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. 

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.

“The pandemic became a significant catalyst for launching our last mile delivery visibility as we accelerated our digital transformation efforts across the board,” explains Daniel Hodžić, Studio Moderna’s Group last mile delivery manager. “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. Email and SMS notifications are automatically triggered, keeping key stakeholders and customers informed about delivery status.”

Although B2C deliveries were a priority within their digitalisation strategy, the company also hopes to extend visibility capabilities further upstream. The long-term aim is to bring additional visibility to our warehouse distribution and supplier flows, to enhance productivity, optimise operations and reduce logistics costs.

For more information, visit www.shippeo.com