Aldi, the UK’s fourth-largest supermarket, has partnered with parcelLab, the leading Operations Experience Management (OXM) platform, to accelerate its customer experience in the UK. The partnership will enable the retailer to offer clear and proactive delivery communications, enhancing customer experience and driving operational improvements.
Working with parcelLab to become the first supermarket in the UK to integrate OXM is part of Aldi’s wider drive to offer an industry-leading online and offline customer purchasing journey. Supporting the business’ customer acquisition and retention goals, Aldi will use parcelLab’s platform for their pre-dispatch and outbound communications.
parcelLab’s technology ensures customers will receive timely, Aldi-branded communications about deliveries and returns direct from the retailer for non-grocery related online purchases. In turn, Aldi will be able to use these messages to surface more of their range to customers, while using delivery data to improve overall order efficiency.
Kara Greatorex, Managing Director of National IT and eCommerce at Aldi UK commented: “We wanted to provide a seamless order and delivery experience for our online customers, and parcelLab’s platform allows us to simplify our communications and offer customers more relevant and timely information on their Aldi order. We’re looking forward to refining this experience with parcelLab further, improving the experience for our customers.”
Tobias Buxhoidt, CEO and CO-Founder at parcelLab, commented: “We are thrilled to be at the heart of Aldi’s plans to enhance their customer journey, and we can’t wait to provide customers with an immersive and memorable experience to grab their attention. Our platform will keep customers within Aldi’s ecosystem, helping to drive future sales and ensure that at no stage the customer is left in the dark.
Recently retailers have faced extremely challenging conditions, so it is vital to ensure brands keep their customer informed across every stage of the journey – proactively informing them of dispatch and any unexpected delays.”
