How Pig & Hen streamlines their Delivery Experience and Carrier Management with Paazl
Fewer customer service calls
Countries shipped to
30% fewer “Where is my Order” calls with Paazl
Pig & Hen is an Amsterdam-based fashion brand inspired by 17th-century Dutch sailors who used to tattoo pigs and hens on their feet as a symbol of good luck because pigs and hens often survived shipwrecks.
Today the brand creates beautiful bracelets for their adventurous, fun-loving customers. Each bracelet is handmade in Amsterdam from ship’s rope and stainless steel, staying true to the brand’s nautical roots.
Pig & Hen currently uses the Paazl delivery experience and carrier management platform to take care of their delivery and carrier options for national and international customers.
They have been our customer since August 2018. We sat down with Stefan Textor, Director E-commerce & Operations at Pig & Hen to discuss what the challenge was before turning to Paazl.
Pig & Hen needed to expand the number of carrier choices for better international delivery
Prior to Paazl, Stefan emphasized that Pig & Hen’s logistics department wasn’t effective in meeting international customer demands. They worked with very few carriers and had trouble delivering packages on time to their customers. The majority of Pig & Hen’s customer base comes from abroad (75%) including Germany, France, the United Kingdom and the United States of America.
However, Pig & Hen only worked with a couple of carriers and found that their international delivery options were not up to par. They needed to work with multiple carriers nationally and abroad because there is no one-size-fits-all carrier for each country. Pig & Hen also struggled with tracking international shipments which made it difficult for their customer service team to handle WIMO (where is my order) tickets.
“We needed to work with multiple carriers, and we needed to automate processes to save time, so for me Paazl was an easy decision. Having never used the Paazl platform before, I was impressed with how easy it was to operate.”
– Stefan Textor, Director E-commerce & Operations
Now Pig & Hen’s logistics department has been totally revamped thanks to Paazl. “We went from a totally manual process to an automated process. Now the Excel sheets are gone and our logistics team are scanning each package with Paazl Scan & Print, which generates a label for each parcel. The process is much more effective and mistakes are minimized.”
How to meet customer demands with flexible delivery options
Pig and Hen were not meeting customer demands because they didn’t offer flexible delivery options. Before Paazl, consumers were unable to select package pick-up points close to their preferred location. Consumers were also unaware where their parcel was or when it would arrive at their home address. There was limited communication about delayed delivery, which led to customer dissatisfaction. With Paazl, consumers can select their desired pick-up point from a user-friendly map and can get an immediate delivery status update.
“By implementing Paazl, we are able to clarify the whole delivery experience for our customers. We communicate which carrier will deliver the package, so they know exactly what they are paying for. We now have an overview of all the packages being delivered and sent. We didn’t have this before, and it has done wonders for our customer service department. We used to have to check in two or three systems to see the whereabouts of an individual package, but now we can see it all in one system.”
- Adaptable and easy to integrate
- Magento 2 extension
- Intuitive delivery matrix
- Easy cross-border shipping
- Clear overview of all packages being shipped and delivered
- Experienced Project Managers
“Until now, we didn’t have a system that worked across all departments. Now that all departments are working with Paazl, things are much easier. Pig & Hen is growing rapidly at the moment, so it is crucial for us to have all systems working as efficiently as possible. I have a clear overview of all deliveries, all carriers, everything the customer is or is not paying for.”
Integrating Paazl has brought positive returns across all departments. Stefan told us that Pig & Hen’s employees in its logistics department are happier because their job has become easier and more efficient. Now Pig & Hen works with multiple carriers, which is more cost-effective than working with a few local carriers such as DHL for Germany or PostNL for the Netherlands.
Paazl has also increased conversion by up to 25%! Because delivery options are clearer, more accurate (in real-time) and easier to understand, the customer service team can also handle the return process more smoothly. This is crucial because Pig & Hen will inevitably have a high return rate due to individual wrist sizing. “Everyone knows their shoe size or their clothes size, but not many people know their wrist size. Just because you wear a size XL shirt does not mean that you need a size XL bracelet.”
Paazl makes it easy for Pig & Hen’s customer service team to connect with both its shipments and logistics departments in order to process returns. After implementing Paazl, they have managed to decrease more than 30% of their WIMO (where is my order) tickets and therefore made significant savings.