Customer Success Story: How a 360-degree view of logistics performance transformed Mister Spex’s business operations
Learn how Mister Spex gained greater shipment visibility with our data-first delivery experience platform.
As one of the most prominent optical brands in Europe, Mister Spex caters to 6.6 million customers with an innovative omnichannel retail strategy. The company presently runs online stores for 10 countries and owns over 70 physical retail stores in Germany, Switzerland, Sweden, and Austria.
But what truly sets Mister Spex apart from their competitors is the flexibility of their returns and purchasing policies. Coupled with smart solutions that enable a fuss-free shopping experience, Mister Spex demonstrates a strong commitment to building an exceptional customer experience.
But putting the customer first also comes with its own challenges. Given their immense popularity across Europe, Mister Spex currently oversees a tremendous volume of parcel shipments daily. To meet customer demands, they have established a wide network of carrier partners across the various regions they ship to.
Mister Spex was facing challenges in one particular aspect of their last-mile operations: A lack of standardized logistics information. Shipping data was presented in various formats across carriers, preventing Mister Spex’s logistics team from making sense of the information in a unified manner. For example, different carriers would have various naming conventions for the same shipping events, and precious time had to be spent manually processing these updates. In the long term, it would also be difficult to build streamlined business processes based on their existing data.
In a recent joint webinar with our Founder and CCO Dana von der Heide, Mister Spex’s Head of Logistics, Karsten Fellbaum, shares more:
“We needed greater transparency into our shipments so we could provide our internal stakeholders with more visibility. Not only would this empower our logistics and customer service teams in their daily jobs, it would also help us improve the delivery experience for our customers.”
At the heart of this strategy lies the need for logistics data. Working with a data-first delivery experience platform could help Mister Spex collect, standardize, and make sense of their tracking data – which is how their partnership with Perform.AI was born.
Push for peak performance with SLA reporting
Logistics has always been a complicated process. Internal teams must balance rising customer demands – like faster delivery speeds and a wider range of delivery options – with other factors such as rising supply chain costs. If e-commerce businesses want to deliver on the promises made to their customers, then establishing partnerships with reliable carriers is a crucial first step.
What helped Mister Spex get started was gaining access to an important reserve of information – their logistics data. To ensure they get full clarity into the delivery stage, Perform.AI’s industry-leading data foundation is currently helping them aggregate tracking data from their partner carriers and normalize it according to 155+ standard shipping events.
The normalized data can then be viewed and analyzed with our intuitive logistics intelligence dashboard. For more granular insights, Mister Spex can choose between standard charts and graphs or custom reports with their desired metrics, making it easy to spot any inefficiencies. Mister Spex’s logistics team could then source for alternative solutions or work together with the respective carriers to ensure the customer experience remains unaffected.
For greater control over the last mile, Mister Spex’s logistics team is also making use of our service level agreement (SLA) compliance reporting. Based on their business needs, Mister Spex defines service level agreements with their respective carriers. Within Perform.AI’s logistics intelligence dashboard, their logistics team can easily track and manage SLA compliance and identify breaches when they occur.
Having direct access to SLA compliance information also enables Mister Spex to make data-driven decisions on the carriers they work with. For example, they can pinpoint underperforming carriers and renegotiate those contracts, supported by accurate real-time evidence. At the same time, Mister Spex can also identify the best-performing carriers and strengthen those partnerships for a smoother post-checkout experience.
Download our success story to learn more about taking control of the last mile.
Leverage smart notifications for greater operational efficiency
Having access to logistics data doesn’t just benefit your logistics teams. When that information is shared with other internal stakeholders, it can create significantly smoother business processes that delight customers.
Through our partnership, Perform.AI helped Mister Spex to develop compliance-based notifications that inform logistics and customer service teams of any parcel delays or mishaps. When an SLA is breached during the line haul, a delay notification is automatically sent out to the relevant business teams, even when the carriers themselves have not sent out notifications from their end. This allows Mister Spex to proactively manage the situation and reduce friction along the delivery journey.
In such cases, automated delay notifications are also sent to end customers to keep them in the loop. For example, in case of prolonged transit times, customers would receive a notification informing them that the parcel would take longer than expected to arrive. By sending proactive delay notifications, Mister Spex was able to build customer trust and reduce the number of WISMO calls their customer service team received.
Find out how to streamline business operations with proactive delivery status updates.
Impress customers with fast issue resolution
Increased shipment transparency also enables Mister Spex’s customer service team to respond quickly to the WISMO or WISMR calls they receive. With Perform.AI’s Shipment Overview dashboard, agents can set active filters to identify shipments currently facing issues, such as damaged parcels or missed deliveries. Agents are subsequently equipped with all the information they need to answer customers’ questions swiftly.
“Our Customer Service and Ops team has full visibility into the parcel journey. We can easily filter for shipments based on different search parameters like recipient name, order ID or tracking status. The various functionalities of PP’s platform has helped us respond efficiently to customer calls and questions. Perform.AI's logistics intelligence dashboards, including our predefined SLAs for delays, are very useful.” – Karsten Fellbaum, Head of Supply Chain and Logistics
Optimize the end-to-end delivery experience
Mister Spex’s efficient logistics operations are now supported by a comprehensive data foundation, much to the delight of their business teams and customers. With Perform.AI, Mister Spex consistently maintains the high standards that their customers have come to expect from the delivery journey. Interested in streamlining your last mile operations? Unlock your data’s potential here.
