E143: Talking eCommerce Value Added Shipment Tracking UX/CX w/ Dana von der Heide, Parcel Perform

REVOLUTIONIZING ECOMMERCE WITH PARCEL PERFORM: A DEEP DIVE INTO THE WORLD OF PARCEL TRACKING

In the dynamic realm of digital commerce, understanding and enhancing the customer experience post-purchase is crucial. This is where innovations in logistics and parcel tracking come into play, significantly impacting how brands engage with their customers after the click-to-buy button is hit. I recently had the chance to catch up with Dana von der Heide, the founder and Chief Commercial Officer of Parcel Perform, a trailblazer in the parcel tracking industry, to discuss the intricate world of eCommerce logistics and how her company is pushing boundaries.

THE GENESIS OF PARCEL PERFORM

Dana ’s journey into the logistics sector was not one she had initially planned. With a background in psychology and communication science, she found herself fascinated by the challenges and opportunities within the logistics world during her time at DHL. This fascination led to the birth of Parcel Perform, a company dedicated to solving one of the most pressing issues in eCommerce: providing clear, consistent, and customer-friendly parcel tracking.

WHY PARCEL TRACKING MATTERS MORE THAN EVER

As eCommerce continues to grow, so do the expectations of consumers. Customers want to know where their packages are at all times, from the moment they make a purchase to the item arriving at their doorstep. Dana explains that the lack of standardized global parcel tracking creates a significant gap in the post-purchase customer experience. Enter Parcel Perform, aiming to give control and clarity back to both the brands and their customers through their innovative software.

TACKLING ECOMMERCE CHALLENGES HEAD-ON

The discussion with Dana revealed the rapid evolution of the eCommerce landscape, especially in the face of global disruptions like the COVID-19 pandemic. Supply chains have been stretched thin, highlighting the critical need for efficient and reliable logistics solutions. Dana points out that Parcel Perform’s arrival on the scene was timely. With their solution, brands can significantly improve the communication around parcel deliveries, enhancing the overall customer experience and in turn customer loyalty.

A DEEPER LOOK INTO PARCEL PERFORM'S SOLUTIONS

Dana ’s enthusiasm is palpable as she explains the functionalities and benefits of Parcel Perform’s software. It’s not just about tracking; it’s about empowering brands with the tools to keep their customers informed and engaged throughout the delivery process. From real-time updates to machine learning for estimated delivery dates, Parcel Perform is innovating at every step of the logistics journey.

EMPOWERING BRANDS WITH DATA

One of the standout features of Parcel Perform is their commitment to using data to improve the eCommerce logistics experience. By aggregating and analyzing vast amounts of logistics data, they can offer predictive insights, enabling brands to set accurate expectations for their customers right from the point of purchase. This level of insight can dramatically enhance the customer's experience, increase conversions, and reduce the dreaded “Where is my order?” queries.

THE IMPACT OF PARCEL PERFORM

The conversation with Dana illustrated just how transformative Parcel Perform has been for their clients. By significantly reducing customer service inquiries related to parcel tracking and enhancing internal logistics operations, brands can focus more on growth and less on managing the complexities of eCommerce logistics. Dana shared success stories, including how global brands have been able to reduce customer inquiries and improve operational efficiency.

LOOKING TOWARD THE FUTURE

Dana’s vision for Parcel Perform is clear: to continue innovating and expanding their offerings to meet the evolving needs of eCommerce merchants and consumers alike. With expansion plans in place and a focus on harnessing the power of data, Parcel Perform is poised to remain at the forefront of the logistics technology industry.

CONCLUSION

As our conversation wrapped up, it was evident that Parcel Perform is doing more than just tracking parcels. They’re redefining the post-purchase experience in eCommerce. For merchants, this means happier customers, fewer headaches related to logistics, and more opportunities to focus on what they do best. As for Dana , her journey is a testament to the impact that passion, innovation, and a deep understanding of customer needs can have on an industry ripe for change. As eCommerce continues to evolve, it’s clear that Parcel Perform will be leading the charge, making the complexities of logistics feel like a breeze for brands and consumers alike.

To learn more, check out the related THE ECOMMERCE EDGE Podcast episode below: