How Juniqe spurs customer communication & delivery processes

Juniqe brings the works of international artists at affordable prices to clients around the world.

The hand-picked art is produced individually for each customer. As a result, time passes between ordering and delivery and customers often become impatient. This confronted Juniqe with great challenges in logistics and communication on a daily basis.

The challenge: Individual art requires individual customer communication

Art should be accessible to everyone. This is Juniqe’s mission, which we have been pursuing since 2014. Our success proves us right. We send the works of over 600 artists to customers all over the world. We are not a classic e-commerce company that ships from stock.

We only have our goods produced after the customer has ordered them. Thus, we can only ship the order after production. The customer therefore has to wait a little longer for his delivery. Explaining this to the customer presented us with a number of challenges for a long time.

• How do we proactively explain to our customers the longer delivery time due to our production on demand?

• How do we inform the customer quickly and transparently about the status of his order?

• How do we reduce the number of requests for delivery status and relieve our customer service?

• How do we meet our customers’ expectations at all times during the Customer Journey?

• How do we increase customer satisfaction and productivity in the long term?

The solution: seamless tracking that makes us and our customers happy

In order to overcome these hurdles, we needed a solution. We lacked seamless and proactive tracking immediately after checkout to visualize production time to the customer. Until now, there was a communication gap.

By tracking with our Seven Senders Portal we can close this gap. We can now proactively inform customers with automated e-mails if the status of their order changes.

With the Seven Senders Portal we have implemented a solution that is very much tailored to our needs and offers us exactly what we need:

• We keep our customers up to date at all times by providing individual and transparent tracking.

• We reduce customer nervousness by proactively notifying them.

• We create a consistently positive customer experience through our tracking page and automated emails.

• After checkout, we have around five more touchpoints with our customers.

• We use the software in the four languages that are relevant to us.

• We have increased the quality of our performance in addressing individual customers.

• We keep the tracking in our hands from the actual shipment onwards and do not hand over the communication to carriers such as DHL or Hermes.

With our Seven Senders Portal we can influence which information our customers receive and when. The software also offers us a monitoring solution. So we know at any time when something is not working smoothly. Then we can intervene immediately and inform the customer.

Picture © Juniqe

„With the Seven Senders Portal we not only keep communication in our hands, but can also react proactively to changes in the delivery process at any time.“

The newly integrated solutions have had a lasting positive impact on our company across many departments and processes. Software handling is simple and intuitive. There are many useful presets that we can adapt quickly and easily to our requirements.

We can also learn from the aggregated data from past events in the Customer Journey. This enables us to specify and meet production and delivery times more precisely and reliably.

Full control through intuitive monitoring

The monitoring feature is another big advantage of the Seven Senders Portal. It makes our work easier every day. Our operations team has gained access to a wealth of data that we could not previously see. This allowed us to simplify many processes, speed them up and simply make everything more transparent. This was not possible before the implementation.

• We could only monitor our delivery processes with a great deal of effort.

• We had to laboriously compile the delivery data of our carriers from various sources of information.

• We even had to create our own SQL queries to get an overview of all shipments and their status and to react quickly if action was required.

This was not very user-friendly, brought with it many potential sources of error and slowed down our processes and response times enormously. 

The Seven Senders Portal allows us to monitor every delivery very easily. Intuitive shipment dashboards, which we can create individually, give our entire team a good overview of all deliveries and carriers at any time. This makes our work much easier.

• We can now easily monitor our carriers and their performance, such as delivery quotas or delivery times to a specific country, in one place.

• We can compare our carriers directly and react immediately if something is wrong or if we lack information such as tracking data.

• The source of the error can be located and thus eliminated more quickly.

• Even in the cooperation with our producers we have discovered and solved problems, e.g. delays in data transmission, which slowed down the complete delivery process, or differences in delivery time performance.

So not only can we keep an eye on our more than 70 carriers in 13 countries, but we can also optimize our customer communications. With the monitoring solution, we can give every order the necessary attention, usually fully automatically and proactively. The transparency with which we can ensure that we also have individual cases on the screen, orders and shipments can be tracked is enormously important.

“Thanks to Seven  Senders we were able to increase process security enormously, create visibility, reduce inquiries to Customer Service and identify weaknesses in our data transmission.”

The newly integrated solutions have had a lasting positive impact on our company across many departments and processes. Software handling is simple and intuitive. There are many useful presets that we can adapt quickly and easily to our requirements. We can also learn from the aggregated data from past events in the Customer Journey. This enables us to specify and meet production and delivery times more precisely and reliably.

Picture © Juniqe