Case Study: New Look reduces WISMO inquiries and boosts engagement with parcelLab

Increase revenue by making personalised and relevant recommendations to shoppers

New Look, a leading fashion retailer in the UK and Republic of Ireland, wanted to improve its post-purchase experience and strengthen customer loyalty. The brand chose parcelLab as its preferred post-purchase provider to help deliver more timely, relevant, and personalized communication across the customer journey, while also reducing strain on internal support teams.

With parcelLab’s post-purchase solution, New Look implemented proactive order updates, branded customer communication, and personalized product recommendations. The result was a 20% reduction in WISMO inquiries, along with increased email open rates and additional revenue, helping parcelLab support both customer satisfaction and business growth.

New Look

Nick Ormerod

Director of Ecommerce