Award winning Norwegian online store Milrab.com places great emphasis on giving their customers a fantastic shopping experience from beginning to end and in that feat, as well as in future expansion plans, Consignor is a vital tool.
In 2005, the online store Milrab.com selling tactical equipment to the military was founded in Kristiansand, Southern Norway by Finn Magnus Torall, a conscript himself at the time. Since then, the assortment and the business has expanded rapidly and today the online store stocks anything from heavy-duty equipment to outdoor apparel, watches and backpacks to the Norwegian military and police forces, as well as private individuals.
Customer service is central to our success
Milrab.com prides themselves of providing extraordinary customer service, by, among other things, offering an excellent delivery experience. EVP of Business Development and founder Finn Magnus Torall explains: “Fast, precise and simple customer service is central to our business and one of the main reasons for our success and central to that service is the flow of information to the customer. At any given time, the customer must know what the status of their order is and where their package is located. Then they feel safe and know what to expect.”
Milrab.com uses Consignor as a tool in their daily operations to manage deliveries and to support their customer service processes. “We are a small start-up with relatively few employees and we want to use the resources we have the right way – to provide service to our customers and develop our business, not to handle deliveries. Consignor does that for us”, says Operations Manager at Milrab.com Petter Starheimsæter Gundersen.
Consignor is an invaluable customer service tool
While automating delivery management, Milrab.com’s Consignor On-Premises at the same time helps them provide better customer service, Gundersen continues: “Consignor Portal is an invaluable tool to our customer service. When a customer gets in touch on the phone or on our chat with a question about his order, the employee in customer service can look it up in an instant. And the search tool allows you to search anything – name, phone number, address – so the customer doesn’t even need to provide an order number”.
The company also uses Consignor to generate digital return labels which are attached to the e-mail order confirmation. This enables the customer to print the label themselves at any time, which is essential when offering 365 days free returns as Milrab.com does. “If the return label was printed and enclosed physically, it would easily go missing”, Gundersen says.
In addition to digital return labels, the online store uses Consignor’s Scan App to keep track of returned items and keep customers informed with automatic notifications. Gundersen explains: “When a customer returns an item, the parcel is scanned when we receive it at our warehouse and at the same time the customer gets a notification of the reception. That way we eliminate a lot of calls to our customer service with enquiries about returned items.” Scan App is also used for registration of pick-up orders at Milrab.com’s showroom. When an order is completed it is scanned and the customer gets a notification that his package is ready for pick-up. The package is then scanned again when the customer picks it up.
Last year, Milrab.com’s focus on customer service and excellent delivery resulted in an appointment as Logistics Experience of the year by an expert jury at the Norwegian eHandelsforum’s (Ecommerce Forum) conference «The Future of Business» award show honoring the best in the ecommerce industry. The jury placed emphasis on Milrab.com’s clear communication throughout the shopping experience, visible inventory, great delivery alternatives, free delivery and great handling of returns.
Planning for future growth
Over the years Milrab.com has shown impressive growth and currently, they have business in Norway, and Sweden, but is planning to expand the business even further, both in the Norwegian home market and abroad. On the planning board is the Finnish and German markets. Gundersen notes that “as a small startup, it is important for us to have a great partner that we can trust and who can grow with us. The Consignor platform works just as well now, as it did in the beginning when we were much smaller. We have grand plans for the future and Consignor grows with us and supports our expansion plans.”
"As a small startup, it is important for us to have a great partner that we can trust and who can grow with us. The Consignor platform works just as well now, as it did in the beginning when we were much smaller. We have grand plans for the future and Consignor grows with us and supports our expansion plans. "
Petter Starheimsæter Gundersen, Operations Manager at Milrab.com