Assemble and ship hundreds of parcels within one day: RHIEM supports the DOUGLAS Beauty Tester program with flexible and professional fulfillment. The program helps cosmetic suppliers achieve positive customer reviews and recommendations.
Collecting many good customer reviews on the Internet quickly: For this goal, DOUGLAS repeatedly draws hundreds of regular online customers of its online shop. The lucky winners receive a gift to test from brand manufacturers who sell via DOUGLAS.de. These test packages are being sent by RHIEM. The fulfillment specialist from Voerde has built up adaptable, certified resources for shipping with which it can satisfy even special hygiene and security requirements.
“Cosmetics are usually very sensitive products that should be carefully packed. Opening a package from DOUGLAS should also create the positive impression of personal service that customers are familiar with from our physical stores,” says Saskia Nettekoven, Project and Marketing Manager in the New Business division at DOUGLAS Marketing Solutions. “With RHIEM, we have found a fulfillment service provider that quickly assembles and dispatches several hundred shipments, shares our high standards and implements them at all times.”
Gifts Maintain Loyalty – and generate Ratings
Ordering cosmetics on the internet is sometimes difficult: perfume cannot be smelled, creams and lotions cannot be tried out. Online customers therefore rely on the judgement of others. But what about brands that are new to online retailing? They lack these reviews. As a marketplace operator, DOUGLAS has launched its Beauty Tester program: according to its own experience, 70 to 80 percent of the lucky customers who received a gift either leave a review on the marketplace or post on it on social media platforms such as Instagram. The more reviews a product accumulates, the more often it is ordered. Thus, sales figures increase by up to 44 percent with around 200 reviews.*
For the fulfillment service provider RHIEM, the DOUGLAS test campaigns are considered a special project: “One challenge is certainly the personnel planning, because several hundred packages are to be assembled within one day,” explains Dr. Peter Lorenzi, Managing Director of RHIEM Services GmbH. “As fulfillment and logistics specialists, we have built up resilient, highly scalable processes and can of course immediately integrate short-term order peaks into our operations,” Lorenzi continues. Similar to the peak season, flexible working time models allow for the immediate activation of the necessary skilled workers.
Fulfillment in a Class of its own for the Wow Effect when Unpacking the Goods
RHIEM’s fulfillment services are certified according to the IFS Logistics Standard. Customers can therefore rely on a high quality and hygienic standard as well as transparency throughout the entire supply chain. Part of Douglas’ product range includes perfumes. As flammable liquids, these are classified as hazardous goods. This results in strict regulations for both the storage and the shipment of the products. Trained employees at RHIEM ensure the smooth handling of dangerous goods.
Each package is carefully prepared and finished according to the guidelines of customers such as DOUGLAS. High quality silk paper increases the consumer’s impression of value when unpacking, additional marketing supplements surprise and promote customer loyalty: “Every unpacking step of an online order should create a positive surprise for the recipient,” explains Lorenzi. “For such wow effects, we are happy to contribute all our experience and motivation. “Fulfillment is and remains a matter of trust – because it makes its contribution to customer satisfaction and good ratings,” Peter Lorenzi adds in conclusion.
* Source: Bazaarvoice, Conversation Index, 2014
RHIEM Services GmbH
Gildeweg 10 • 46562 Voerde • Germany
Phone +49 (0) 2855 9700-741
Fax +49 (0) 2855 9700-20