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How Do Omnipack and Muscat Create a Positive Customer Experience Together?

Muscat is one of those brands that knows how to stand out from the pack with its modern services tailored to each individual client. It's even fair to say that in their case, the customer experience is managed to perfection. What premium logistics services does Muscat offer in order to win the trust of customers and make them so willing to share their positive impressions?

 

At first glance, the success of their business model lies in its simplicity.  This Polish brand sells glasses - stylish, in a limited number of models, and at reasonable prices. Each piece is hand-made, so Muscat offers customers a much more robust product compared to those from commercial networks.

 

Muscat’s Home Fitting Room: Try your glasses on at home

 

Product quality and modern design are not everything, Muscat also offers an additional service tailored to its clients’ modern lifestyle - Muscat’s Home Fitting Room. How does it work in practice? After visiting Muscat’s online store, you can choose 5 frames to try on at home. You have 5 days to select one, the fitting is free and does not oblige you to make any purchase. 

 

The Logistics of Planning a Home Fitting Room for Glasses

 

Interestingly, Muscat’s Home Fitting Room itself is a premium service offered only by eCommerce leaders in the fashion industry. Thanks to the efficient assembly and preparation of fitting kits, they are often sent to potential customers on the same day the order is made - and this is the element that we manage in the Omnipack warehouse. 

 

Due to high interest in this service, product rotation is very high. That is why in our warehouse, we have created a special stand dedicated to the brand that is staffed by employees who specialize in completing orders only for the Home Fitting Room. We store all models in specially designed cuvettes and the rack structure itself is adapted for the glasses, which helps us to efficiently pack several dozen packages a day. By planning the process in this way it enables swift fulfillment, which is especially important as the courier receives parcels every few hours. 

 

A potential customer therefore receives a free package with a range of products that they can choose from.  In addition to being able to see the glasses up close and assess their fit - just as in visits to a salon - doing this at home gives the fitting a much more relaxed feeling, and thus results in a more thoughtful choice. 

domowa przymierzalnia okularów

Source: muscat.pl

This type of service meets the needs of those customers who lack time to visit the salon or do not feel comfortable trying on glasses in a busy store. In addition to the fact that these "Muscats" are shipped in elegant packaging and reach the customer in a very short time, they are also a carefully refined customer experience that is the result of deliberate logistics planning for the brand.

 

The Logistics of Planning a Home Fitting Room for Glasses

 

Interestingly, Muscat’s Home Fitting Room itself is a premium service offered only by eCommerce leaders in the fashion industry. Thanks to the efficient assembly and preparation of fitting kits, they are often sent to potential customers on the same day the order is made - and this is the element that we manage in the Omnipack warehouse. 

 

Due to high interest in this service, product rotation is very high. That is why in our warehouse, we have created a special stand dedicated to the brand that is staffed by employees who specialize in completing orders only for the Home Fitting Room. We store all models in specially designed cuvettes and the rack structure itself is adapted for the glasses, which helps us to efficiently pack several dozen packages a day. By planning the process in this way it enables swift fulfillment, which is especially important as the courier receives parcels every few hours. 

pudełka okulary muscat

Muscat glasses are packaged with a return card

domowa przymierzalnia muscat

Muscat glasses packing station

A courier in the evening

 

This efficient delivery process takes place as part of another premium service, i.e. same day-delivery (delivery of the package on the same day as the order). For the Muscat's Home Fitting Room, we also use an evening courier from Omnipack who works between 18.00 - 21.00. It is most often required by those Muscat customers who, on the same day as receiving the fitting kit, have already made their decision and want to return it. A well-organized process means that couriers cooperating with Omnipack pick up the package from the client late in the evening, and the glasses are returned to our warehouse the next morning.

 

Such an innovative service that allows you to try an entire range of products quickly and without obligation, gives buyers a unique customer experience.  In Omnipack, since July 2018, we have been watching over Muscat’s entire logistics process - from packaging, through storage, packaging of online orders, delivery, handling returns and preparation for subsequent shipments. We can say that operating the Home Fitting Room for Muscat in our warehouse is one of those special services that we have developed for the brand from the very beginning.

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