Customer success story

mey turns transaction emails into a customer journey

The textile company mey used the rollout of a new ERP system as an opportunity to fundamentally revamp its transactional communications. The company consolidated individual, decentralized system emails into automated customer journeys on the Inxmail platform. This significantly reduced the workload on customer service in particular.

Woman sitting outdoors smiling at her smartphone, left a mobile email screenshot showing the 'mey' logo.
Challenge

Separate systems, high manual workload

mey sent transactional emails through two systems: the online store (now Adobe Commerce, formerly Magento) and a PIM system (alvine). Customer service had to handle most service requests manually.

  • Siloed systems: Password resets, customer account information, and product reviews came from the online store, while order, shipping, and return confirmations were sent from the PIM system.
  • Manual processes: Customer service created exchange requests, replacement shipments, and other service cases individually and sent the emails by hand.
  • Time-consuming coordination: Two agencies and an in-house technical team were involved in making changes. Even minor adjustments required several days’ lead time.
  • Brand experience with potential: While the existing system emails provided basic information, they did not adequately convey the brand image.
Smartphone showing an order summary, a product photo of a woman wearing a green top, and payment details
Solution

A platform for all email communication

With the introduction of Microsoft Dynamics 365 Business Central, mey consolidated its customer communications within the Inxmail platform. This made it possible to set up comprehensive and automated email workflows for all transactional communications.

  • Centralized Platform: All transactional emails are designed and managed in Inxmail, regardless of which system provides the trigger for sending them.
  • Automated Customer Journey: Individual emails have evolved into dozens of automated workflows—from order confirmation through payment, shipping, invoicing, returns, and product reviews.
  • Smart branching: Payment method, reason for return, or exchange automatically determine the appropriate communication path—such as payment information for prepayment or payment reminders for outstanding payments.
  • Consistent brand presence: Centralized header and footer modules ensure that newsletters and transactional emails appear in the same corporate design, and changes need to be updated only once.
Woman with a smartphone next to a smartphone mockup showing an order confirmation and a shopping cart icon
Flowchart showing order confirmation, shipping and invoice issuance (PDF), returns, and product reviews
“We used to have to handle many service requests manually. Today, our transactional emails are automated, which has significantly reduced the workload on our customer service team. This ensures that our customers receive the right information quickly, no matter the situation.” 
Smiling woman with shoulder-length blonde hair on a light background
Kim Ulmer
E-Commerce Marketing & Content Manager, mey
Success

Turning mandatory communication into a customer experience

From order confirmations to product reviews, communication at mey is now seamless and automated.

  • Reduced workload for customer service: Email sequences for replacement shipments following returns, complaints, or loss reports are automated based on predefined return reasons.
  • Faster Implementation: The team can implement content changes independently in just a few minutes.
  • Consistent Brand Experience: Thanks to central master modules for headers and footers, every email adheres to the corporate design.
  • Expanding the Customer Journey: The automated “print-at-home” gift certificate and the product review 15 days after purchase create additional touchpoints and provide valuable feedback.
Two smartphone illustrations featuring a product page, a “Rate This Item” badge, and a coupon ad from mey'

Reasons for choosing Inxmail

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Central management

Design, manage, and analyze all types of emails on a single platform.

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Intuitive editor

Make changes yourself in just a few minutes.

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Brand consistency

Newsletters and transactional emails strengthen the brand image.

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Increase revenue through coordinated retail communication

If you want to grow in e-commerce, you need more than just clicks. With Inxmail, you can create personalized incentives to buy and design a unique customer journey.

Solutions for Retail & E-Commerce

About mey

mey is one of Europe’s leading manufacturers of daywear, nightwear, lingerie, and loungewear. Founded in 1928 and headquartered in Albstadt, this family-owned company places the highest value on quality and sustainability and produces a large portion of its collections in its own factories in Germany, Portugal, and Hungary.

www.mey.com

Two overlapping images: black-and-white sewing workshop in a factory and close-up of white fabrics with a red clamp
  • Industry:
    Retail & E-Commerce (Fashion & Textiles)
  • Company Size:
    Medium-sized company
  • Location:
    Albstadt
  • Use Case: 
    Transactional emails / Customer journey automation