My big idea: parcelLab

‍Hi Tobi! What’s your elevator pitch?

parcelLab is the only global enterprise post-purchase software provider. We enable brands to increase their top-line revenue, decrease operational cost, and revolutionise their customers’ experience.

Our platform, which seamlessly integrates with our clients’ websites, allows our clients to turn what are often just routine operational touchpoints into personalised and engaging moments of interactions with their customers. Our platform delivers unique customer service experiences, increased engagement and loyalty and increased revenue.

What does the market need it?

Companies misguidedly believe that the customer experience ends when they hit the pay button. Everything after that is often mundane. Last year, the eCommerce market was flat for the first time ever. Post-pandemic, customers have high expectations, but the business is being plagued by supply chain issues and competition for sales is huge.

What parcelLab offers is a way for companies to stand out from the crowd – by delivering unique customer offerings post-purchase. In this time of tightening budgets, increased advertising costs and uncertainty, our platform leverages the communications channels our clients already have to drive further engagement. We help them build a stronger community and do more with the data they already have.

Where is the business today? 

parcelLab actively manages the post-purchase experience for customers across 175 countries now and we track shipping data from more than 350 carriers worldwide. We are a global company with a global mission and trusted by more than 800 brands.

What made you think there was money in this?

I am the fourth-generation member of a family, which runs a freight forwarding company. I have grown up living and breathing logistics. I moved from the family business into supply chain consulting and at this point realised that eCommerce was wrought with issues.

I experienced what customers were putting up with – a lack of communication; issues with delivery and complications when wanting to return a product – and I knew that I could create a platform to help companies do so much better. We have built technology that dramatically improves the customer experience.

What’s your biggest strength?

Our biggest strength is our uniqueness. We saw a huge problem and we solved it, but we do so uniquely for each client. We create a solution for them that makes their customers feel seen, listened to and valued. And we do so seamlessly. parcelLab’s implementation team works to get customers live within 30 days or less.

What is the secret to making the business work?

Recognising that the learning never stops. The last ten years have been a crazily steep learning curve. I thought that, as I moved up the hierarchy, life would get easier and simpler, but it hasn’t. I just face different challenges and I recognise that there isn’t a top of the ladder but just a journey with constant lessons on the way.

What’s the main challenge?

The main challenge for eCommerce at the moment is sustainability. The business by nature is driven by consumerism – people wanting more than they need. The parcelLab team is facing a conundrum because sustainability is hugely important to us as a business, and as individuals. We need to find solutions to support the circular economy; and counter the carbon impact of the delivery and returns processes. The challenge is to do what we do; but do it in a way that hits our ESG ambitions.