Bikes Online was gearing up for ambitious expansion plans but to ensure their success, they needed support.   As the largest Australian retailer specializing in road bikes, mountain bikes, bicycle parts, and accessories, Bikes Online is on a mission to serve casual bikers and enthusiasts across the globe. However, taking the exciting step to expand its offerings to consumers in the US meant that they faced new challenges.  Their growing audience brought with it more complicated logistics as the territories they had to cover grew. This resulted in mismatched Estimated Delivery Dates (EDDs) and made information access difficult.  Delivering a personalized experience for their customers, a key element of their offerings, also became increasingly difficult with rising customer service inquiries. With their teams stretched, they found themselves missing important opportunities to engage customers and upsell.  They needed to generate effective solutions for their unique needs so they collaborated with Parcel Perform. 

What Bikes Online achieved with Parcel Perform:

• Improved their customer engagement with an 80% email notification opening rate

• Reduced WISMO inquiries by 20% and therewith reduced customer service efforts

• Increased Customer Lifetime Value by 40% 

Delivering engaging customer experiences with Parcel Perform

Leveraging our data-first post-purchase experience platform, Bikes Online has streamlined internal processes and reduced their customer service costs. By improving the post-purchase experience with Parcel Perform, Bikes Online is delighting their customers and strengthening customer loyalty.  

Get the full story on Bikes Online’s post-purchase experience transformation here.