Anyone planning an outdoor trip into nature nowadays usually packs much more than towels and swimming trunks. According to Statista, turnover in the sports and outdoor sector in 2019 will be around 1.8 billion euros - an industry with great growth potential. Nature and sports fans who are looking for the right equipment will probably find their way to the 40 different online shops of Internet stores at some point in the future. The Stuttgart-based specialist mail-order company for bicycle and outdoor products has relied on the support of Seven Senders for mail-order and carrier management since the beginning of 2016.
Internetstore consists of well-known online shops such as fahrrad.de, Brügelmann, Bikester, ProBikeShop, Campz and Addnature. The enterprise is represented in 14 countries and operates webshops as well as stores in Germany, Sweden and France. Internetstores offer more than 900 brands.
Large carriers are often too rigid and complicated
How can international deliveries be optimized and customer satisfaction increased? This question was the focus when Internetstores first contacted Seven Senders about four years ago. At the time, the retailer sent most orders with a Europe-wide generalist. "This type of shipment took longer, was more expensive and tracking was not always easy," explains Senior Logistics Controller Dawid Zieba. He particularly praises the flexibility and the good relationship with the Seven Senders consultants:
"When you talk to some of the big carriers, you get the feeling that they insist on their tried and tested ways and processes and the impression that everything is quite inflexible and complicated.However, when you talk to Seven Senders, you hear: Yes, we will make it possible."
Dawid Zieba, Senior Logistics-Controller Internetstores
In addition, Seven Senders' offer was significantly cheaper, as the service provider can offer better prices due to its many customers and a larger number of deliveries.
Successful partnership in currently four countries
The cooperation began in Austria and France, followed by Spain and Italy. Here, national parcel services deliver the company's products. Seven Senders serves the small parts hubs, large goods are transported with other partners. There is also another delivery partner in France: one carrier handles home delivery, while another delivers to pick-up stations where customers can pick up their orders - an even cheaper option.
Large network, fair prices, logistics expertise
Through the cooperation of the two companies, the delivery quality could be significantly increased. Seven Senders not only offers advice and service on an equal footing, but also a large network, logistics expertise and fair prices with particularly transparent and simple invoicing. Another area in which Seven Senders provides support is complaints.
Optimized deliveries increase customer satisfaction
Since Internetstores have been working with Seven Senders, customers have received their orders half a day to a day earlier than before. A further result: the Net Promoter Score (NPS) customer satisfaction index has increased by up to ten percentage points since the use of national parcel services, depending on the country. Cost savings in the double-digit percentage range were also achieved. The targeted company growth is also no problem, because if Internetstores reach critical sizes in new countries, the partnership can be expanded quickly and easily.