Next Generation E‑Fulfilment Turn customers into cash flow


“Internel’s e-fulfilment provides everything required to set-up fast and efficiently a new and successful online business in Poland.” – Personalshop, Innsbruck, Austria

The problem

Personalshop is a fast growing and innovative fashion company for high-end branded quality clothing and sportswear – for selected members and consumers only. Due to their unique sourcing and production model, Personalshop can offer world brands at half prices and of actual collections – to brand and quality conscious consumers aged 45+.

Founded in 1994, Austrian based and focused on Western markets like Germany, Austria, the Netherlands and Switzerland, Personalshop were looking for a full-service provider in Poland, who could run their entire operations and deliver a competitive and premium e-fulfilment service.

Personalshop found it difficult to expand in the 38.2 million consumer market Poland – neither being able to communicate in Polish, nor being aware of challenges and differences in this part of Europe vs. classical Western e-commerce model. It was a real challenge to get help and find a true partner, in the absence of a business in the past, no order history and not being aware of the behaviour of the Polish consumers.

Internel was happy to listen and to help – also in German language. As serving mostly international e-tailers, our team understood right from the start the requirements, the service level and that Personalshop had a viable business that, which with the help of a true e-fulfiller would celebrate fast successes in Poland.

The Solution

Shortly after the first meeting and brief, it was clear that Internel’s technology and services would be a good match and could reflect easily their required service standards. Linking systems through application programming interface (API), Personalshop are now able to view and control their orders efficiently in real time whilst they can mainly focus on growing their business.

From fully automated order transfer of online shoppers, but also call centre and mail order receipt, Internel’s service solution covers the full range of e-fulfilment services from incoming delivery receipt to the order delivery to a consumers, and surely also a professional return handling, which is one of the key success factors in the tough fashion business. All services include constant quality and delivery monitoring, LEAN management methods are implemented throughout Internel’s operations – and on-time SMS/e-mail communication with consumers – as always in the name of Personalshop.

The Results

Personalshop can now provide their customers with the best possible service and shopping experience. Real time systems keep both, Personalshop and their customers, in the loop at every stage of their orders journey, and our ability to provide a full next day service ensures their customer base is consistently delighted.

Personalshop’s service was ramped up from zero within a record time of 3 months as of signing the contract – to a fully functional and performing operation – as if their Polish business would be run by themselves. Whereas for “normal” business with classical e-fulfilment services it takes usually only 2 weeks to integrate to their Magento, Shopify and other e-shop solutions, for challenging, fully tailor-made business integrations it used to last 4-6 months. Thanks to advanced process management techniques and customer focused integration service by a multi-lingual implementation team, we were now able to reduce this to 3 months only.

From day one Personalshop’s online sales have been strong and grow at a rate of +25% month-on-month. Internel provide the necessary flexibility for their top brands to grow quickly, emphasising and working hard to keep stock levels low, to avoid big investments in warehouses, equipment, software and staff as well as to ensure highest delivery service levels.