In 2015, Tobias Buxhoidt, along with his partners Julian Krenge and Anton Eder, set out to transform traditionally opaque, frictional operational experiences into a joyful customer experience with transparency and guidance. Thus parcelLab was born.
“Over time, this has become what we’ve coined as Operations Experience Management, a movement that tackles mediocre post-purchase journeys and creates bespoke, branded experiences that inspire customer loyalty,” says Buxhoidt.
It’s worth noting that the Operations Experience category tackles post-purchase and beyond.
Recently, the UK company secured $112M (nearly €92.8M) in Series C funding led by Insight Partners. Endeit Capital joined as a co-investor as well as existing investors Capnamic Ventures and coparion.
Notably, ParcelLab is the first investment of Endeit Capital’s Fund III, which is set to invest €250M in Europe’s digital sovereignty over the coming years. Endeit Capital is a growth capital provider focusing on European scaleups based in the Netherlands and Germany.
The firm typically invests in tech companies engaged in sectors such as digital media, edtech, e-commerce, and mobile. They provide mid/later-stage growth capital typically between €3M – €12M to European companies with international growth potential.
Insight Partners is a global VC and private equity firm investing in high-growth technology and software ScaleUp companies driving transformative change in their industries.
The company has invested in more than 400 companies worldwide and has raised through a series of funds more than $30B (approx €21.3B) in capital commitments.
The London-based company will use the funding to accelerate global expansion, extend the product suite, expand into new sectors and search for fresh talent globally.
Tobias Buxhoidt, CEO and Founder of parcelLab, says, “As e-commerce becomes increasingly competitive, providing unique and branded experiences will drive growth. Identifying opportunities to further connect with people and build a better, stronger relationship is a key differentiator. Brands that are leveraging Operations Experience Management are transforming operational complexity into opportunities to overperform in the market. We’re super excited and proud to be on this journey and looking forward to disrupting new industry sectors with Operations Experience.”
Focus on the end-to-end customer journey
parcelLab enables brands, online retailers, and B2B distributors to regain control over their end-to-end customer journey.
“Rather than losing control of the customer relationship to third parties like DHL, FedEx, DPD, etc., businesses retain all touchpoints in a curated manner, within their ecosystem,” says the company in a blog post.
Clients and achievements
Companies like IKEA, Puma, and Lidl have partnered with parcelLab to transform their Operations Experiences. parcelLab now operates in over 153 countries and is integrated with 150+ carriers.
parcelLab says it sends out seven million pro-active and personalised communications every day.
The company has also helped customers to achieve double-digit basket size increases, email open rates of over 90 per cent, 25 per cent reductions in WISMO (where is my order), and triple-digit increases in customer reviews. The company has offices in New York, Munich, London, and Paris.