Industry: Consumer Electronics, white goods
Products: Lifestyle TVs, Side-by-Side fridges (large household appliances / white goods)
Customer challenge
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Large household appliances and home entertainment delivered quickly to the desired location
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Attractive delivery options: Selection of delivery date by LG customers
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Optional additional services such as installation and assembly
Our solution
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Fast, nationwide delivery to the desired location
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Integration of the "delivery day" service directly into the LG web shop
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Professional installation and assembly of LG products
Customer benefits
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Support LG's market growth through high quality delivery
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Easy scalability of shipment volumes
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Joint improvement of the customer experience for LG customers
Customer challenge
The listed South Korean group LG Electronics is one of the leading providers of consumer electronics. With 74,000 employees worldwide, LG is primarily known for its innovative lifestyle products in the areas of home entertainment, household appliances and IT products.
"Our brand and our products have a global presence and we have very demanding customers. We must be extremely professional and customer-oriented in everything we do. This also includes the final step, the delivery of our products to our customers," says Steve Shin, CEO of LG Electronics Germany.
To optimize the delivery process for goods from the LG web shop, LG was looking for a new logistics service provider for the German market that could fully meet all customer requirements. The focus was particularly on the shipment of large, bulky, high-quality household appliances such as side-by-side refrigerators and large home entertainment products such as flatscreen TVs.
"We were looking for the perfect combination of a high-quality, fast delivery and professional services for our customers," summarizes Steve Shin.
Fast delivery throughout Germany to the recipient's desired location combined with attractive additional services such as the installation and assembly of large appliances on site were the most important requirements. To ensure a smooth ordering process, LG also wanted to offer its customers the option of selecting the desired delivery day directly in its own web store.
Our solution
DHL 2-Mann-Handling offers the perfect services for the sensitive and bulky products from the LG web shop and meets the high customer requirements. This includes fast, Germany-wide delivery to the desired location, i.e. to the living room, attic or basement. Professional installation and assembly of high-quality LG products, such as flat-screen TVs and side-by-side refrigerators, by specialized teams at the customer's home are just as much a part of the service as uncomplicated returns processing.
In addition, LG will be able to meet the high delivery date requirements of its customers by integrating the "delivery day" service into its own web store, making the shopping experience particularly easy and attractive right from the moment the order is placed. The optional additional services, such as the assembly and installation of the appliances or the collection of old appliances, make the service an all-round carefree package for the company.
"As one of the leading suppliers in the consumer electronics sector, we must guarantee fast delivery in order to provide our customers with the best possible shopping experience. This is where we benefit from working with our new partner DHL 2-Mann-Handling."
Steve Shin, CEO LG Electronics Germany
Thanks to the early exchange and intensive customer support during the onboarding process, the complete organizational and technical connection via the IT interface was implemented for LG in the shortest time.
Customer benefits
DHL is a trusted and reliable logistics brand for recipients in Germany, from which LG Electronics' customers also benefit.
By working with DHL 2-Mann-Handling, LG can specifically meet the requirements of its customers: With the optional additional services, a high-level shopping experience is ensured and the customers' need for speed and individualization is met. In addition to delivery, assembly and installation, DHL 2 Mann-Handling also offers customers the option of returning and disposing of old appliances.
High data transparency, including tracking via DHL shipment tracking, rounds off the shopping experience for LG customers: Complete reliability and predictability for the recipient, as it is possible to transparently identify where the shipment is at any time.
The high delivery quality and the ease with which DHL 2-Mann-Handling can handle increases and fluctuations in shipment volumes support LG's market growth in Germany.
The focus of further cooperation is on the joint development of the customer experience for LG customers through the optimization of processes and the exchange of innovative ideas. This includes, for example, the integration of the delivery calendar to select the desired delivery day on the LG website and the offer of sustainable shipping options such as GoGreen.