Success Story Victorinox #Premium products # High-end fulfilment #International customer service High-end e-commerce and Fulfillment services meet Swiss precision When Karl Elsener founded his company in 1884, he certainly did not expect Victorinox to be a world-famous brand 130 years later. Nor could he have imagined that his red Swiss army knife would one day become an icon. The fact that the traditional Swiss company has developed into a global player is largely due to the precision craftsmanship with which the articles are manufactured. That is why the name Victorinox still stands for the highest quality workmanship. With its e-commerce fulfilment services, PVS Europe ensures that this quality promise is also kept on the last mile to the customer. In addition to logistics, PVS also supports Victorinox in customer care and accounts payable. Far more than pocket knives The Victorinox product portfolio is extensive and includes pocket, household and professional knives as well as watches, luggage and perfume. Since the majority of products are manufactured in Switzerland, cross-border e-commerce requires expertise. Borderless fulfilment instead of cross-border deliveries The Victorinox product portfolio is extensive and includes pocket, household and professional knives as well as watches, luggage and perfume. Since the majority of products are manufactured in Switzerland, cross-border e-commerce requires expertise. Customs, other currencies and complicated tax laws make shipping abroad anything but trivial for Victorinox. “For our business, we need an expert partner on whom we can rely 100 per cent and who ensures that delivery, returns management, accounting and fiscal issues run smoothly,” emphasises Monika Holdener, Senior Manager Online Operations at Victorinox. “By outsourcing customs clearance to PVS, webshop customers from Germany, Austria, the UK and France pay no customs duties.” This is a real added value, because it saves them a trip to the customs office, postal customs clearance or expensive additional payments. High-end fulfilment for premium products “Victorinox customers expect a perfect product. It is all the more important that this expectation is not disappointed. PVS Europe makes an important contribution here,” affirms Monika Holdener. The PVS employees support Victorinox, for example, with the engraving of the pocket knives. IT integration plays an important role in the personalisation of knives. It enables the text entered in the web shop to be automatically transferred to the machines. “Victorinox employees took over the training on the engraving machines. In this manner, we ensured that our unique pieces also succeeded flawlessly at PVS,” explains Monika Holdener. Satisfied customers thanks to stress-free e-commerce processes When orders for limited editions or special editions come in every second, it shows how resilient the fulfilment processes are. PVS Europe scales the required resources flexibly upwards for Victorinox and, despite high capacity utilisation, pays meticulous attention to quality checks and impeccable packaging ensuring that everything goes well with the special editions. “Before Christmas or during special marketing campaigns, PVS works extra shifts to ensure that our customers receive their goods reliably,” says Monika Holdener. Smooth IT processes for maximum customer experience Well-established IT processes are the prerequisite for smoothly functioning procedures. That’s why an IT team at PVS Europe makes sure that the data transfer between logistics, customer care and accounting runs smoothly. This means that order quantities, returns and customer care enquiries can be viewed at any time. “In the event of unexpected peaks or increased returns, PVS Europe takes immediate countermeasures and schedules extra staff or carries out immediate quality checks. Accounts receivable accounting also runs smoothly, including monthly and annual financial statements, sub-ledger accounting, advance VAT returns and the preparation of the profit and loss statement,” confirms Monika Holdener. International customer service completes the package Customer service is the external voice. Only when questions about products or complaints are answered promptly, friendly and professionally, does this pay off in terms of customer loyalty. Victorinox can rely one hundred percent on PVS Europe for international customer care. The PVS employees help customers by phone, email or chat based on a detailed Victorinox guide. The use of native speakers creates additional trust among end customers. “It is very important to us that our company values of trust, respect, responsibility and modesty are also upheld in our interaction with our customers. Therefore, we are happy to have found a partner in PVS-Europe who conveys these virtues in customer service and fulfilment,” Monika Holdener emphasises.