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29 June 2021 | Customer case

Correct delivery, satisfied customers

Klein Spook

Klein Spook was founded in 2011 as an online shop for washable diapers, an ecological alternative to disposable diapers. What started as a hobby of a couple who used washable diapers for their children, grew into one of the leading webshops for washable alternatives in the Benelux. Klein Spook works with several independent employees and a network of consultants. Over the years the product range and the market grew. Washable menstrual products are sold under the brand name Tante Rosa. Petit Fantôme serves the French-speaking market.

Klein Spook is committed to disseminating information and raising awareness. It organizes weekly information sessions throughout the country on washable diapers and washable menstrual products. The company extends its sustainable principles into its own operations, including always reusing boxes for its packages.

The challenge

Besides wanting to get their orders quickly, ecological product customers want information about where their package is and when it will be delivered. Klein Spook attaches great importance to pickup points in order to reduce the carbon footprint of transportation. Klein Spook has its own number of pickup points (including ecological stores), but also expects flexible pickup points with its parcel service. 

In the past, Klein Spook spent a lot of time dealing with delivery complaints and tracking down lost packages. With the constantly growing number of packages, this required more and more time.

Although Klein Spook is not the largest e-commerce player, many processes have been automated. A good integration between the in-house e-commerce environment and the parcel service was high on the priority list when Klein Spook was looking for a new partner in 2020.

Delivery without worries

"Klein Spook was already in regular contact with DPD through their suppliers who work with DPD. "As a result, we knew about the interactive messaging, Predict, which allows recipients to know up to the hour when their package will arrive," says Elisabeth De Vos, business manager of Klein Spook. "We really appreciate that kind of clear communication."

Delivery without worries

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"Klein Spook was already in regular contact with DPD through their suppliers who work with DPD. "As a result, we knew about the interactive messaging, Predict, which allows recipients to know up to the hour when their package will arrive," says Elisabeth De Vos, business manager of Klein Spook. "We really appreciate that kind of clear communication."

Klein Spook likes to work as efficiently as possible. That is why, as a medium-sized webshop, it invested heavily in extensive automation. "With a minimum of actions, we want to see which orders have been paid for and can therefore be dispatched. Thanks to the close integration between our e-commerce environment and DPD Shipper, we can create all the labels in just a few mouse clicks. Because everything is so streamlined, we can focus on providing our customers with an optimal service.

" During the ordering process, customers can easily choose whether they want a parcel delivered to their home, or to a Pickup point. "We see DPD's extensive network of Pickup points as a big advantage," says Elisabeth De Vos. "DPD, itself, is directly active in the Netherlands and France, there too with its own Pickup points. That makes it all much easier, both for the customers and for us."

Klein Spook is delighted with the quality of service. "Since we have been working with DPD, I lose a lot less time tracking down lost packages. Simply because DPD delivers the packages quickly and correctly. We don't measure up to the big e-commerce companies but, even with us, most customers already have their diapers or menstrual products at home the day after ordering. Moreover, parcels are rarely lost. That really saves us several hours a week of research or complaint handling. Moreover, DPD is very accessible. We are in close contact with both our account manager and the driver.

Klein Spook carries sustainability high on its agenda, not only with its washable products, but also in its entire operation. The fact that DPD is committed to sustainability, delivers all packages CO2-neutral and develops smart city solutions, is entirely in line with the vision and principles of Klein Spook.

"On washable diapers you don't have huge margins, so we also included domestic and foreign transport rates in our consideration for a new parcel service. DPD surprised us here particularly pleasantly. Competitive prices, good communication with us and our customers, flawless deliveries and seamless integration: DPD was the winning combination for us," De Vos concluded.

Why does Klein Spook choose DPD?

  • Good integration between DPD Shipper and own e-commerce platform

  • Quality of Service

  • Good communication to the customers

  • Attractive rates, for both home and abroad

  • Attention to sustainable delivery

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