Industry: Furniture
Products: Wardrobe systems and wardrobe fronts in the mid-price segment
Customer challenge
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Delivery directly to the customer's home
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Attractive additional services
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Start with small shipping volumes
Our solution
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Reliable delivery to the room of choice
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Professional assembly and package removal
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Shipping from 200 shipments per year
Customer benefits
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Fast set-up within 2 weeks
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Easy scaling even with low starting volumes
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Exclusive sales support
Customer challenge
Originating from a small carpentry business, passandu.de still manufactures custom-made furniture and wardrobes at its production site in Leinefelde, Thuringia. The focus on high quality craftsmanship and materials serves particularly demanding customers and at the same time reflects an important trend of our time: Individualization. Customers can design their new "dream wardrobe" online using the configurator developed in-house and have it delivered to their home. From small sideboards and huge closets to individual wardrobe doors, everything is possible in every variation, making every order special and completely customized.
The company was looking for a logistics partner who could provide both: reliable delivery, but also professional assembly of the cabinets. The most important criterion was that the furniture had to be delivered to the customer's home. This "convenience" plays a particularly important role in the customer's shopping experience and is also crucial when choosing a logistics provider. "The majority of our customers' age range is 50-plus to 85-year-old customers. It was therefore a quality requirement to ensure that our customers don't have to carry the heavy orders into their homes themselves," says Stefan Wolf, Managing Director of passandu.de.
Often a hurdle for entrepreneurs who are still small eCommerce retailers is the shipping volume and scalability. "We had low volumes at the beginning, which made it difficult to get started without our own delivery service. The DHL 2MH team, especially the sales department, supported us right from the start. That was incredibly valuable for us as a newcomer," recalls Stefan Wolf.
Our solution
DHL's expertise enables the expert in wardrobe systems and accessories to deliver its elaborately and individually produced furniture reliably and safely throughout Germany. At the same time, the services meet individual customer requirements: Delivery to the room of choice, e.g. to the living room, attic or basement, and assembly of the cabinets by specialized teams is all part of the package. Disposal of packaging, Saturday delivery and returns handling are further services that passandu can offer its customers.
" We offer our customers a product tailored to their needs. Quality is crucial for the best possible shopping experience in two respects: a high-quality product and excellent delivery. DHL 2-Mann-Handling has been supporting us with its logistical expertise since our first steps in E-Commerce."
Stefan Wolf, CEO - passandu.de
Customer benefits
DHL represents trust and reliability for private customers in Germany, from which passandu's customers also benefit. For nine years now, the company has been delighting customers with its customized products and, thanks to its collaboration with DHL 2-Mann-Handling, can specifically meet their desires: The optional additional services ensure a high-level shopping experience and positively support the customer's need for reliability and individualization.
The quick and easy set-up within just two weeks after signing the contract allowed the company to get off to a fast start in 2017. Currently, the focus is on switching to an IT interface, as the growing requirements make it necessary to minimize manual activities and increase accuracy.
While Corona has also boosted sales at passandu, the company is hardly feeling the effects of the current reluctance of German consumers when buying furniture. On the contrary: the configuration of new, high-quality cabinet fronts from passandu cabinet systems or systems of other furniture suppliers on the market is trending strongly at the moment. This now accounts for 40 percent of business and also contributes to sustainability, as existing wardrobe systems can be re-used and modernized through "design updates". DHL 2MH will also accompany and support the customer in the best possible way. "We feel that we are in very good hands with DHL 2-Mann-Handling, especially the direct, fast contact with sales and how they find solutions makes the difference in the market environment" is how Stefan Wolf describes the partnership.