For outsourcing of e-commerce fulfilment, customer relationship management, support for international projects, and the development of transportation plans, these companies have all chosen the expertise of Viapost.

Business case : Vestiaire Collective

Vestiaire Collective was founded in 2009 by fashion professionals, with the aim of offering a high-quality online community platform on which users can purchase and sell high-end barely-worn clothing, vintage or new.

It lets members recycle their wardrobe, let others in on their fashion preferences, and share their passion for fashion with thousands of other fashionistas from all around the world.


The customer's needs:

Vestiaire Collective was seeking a trusted partner to support its growth and take over its customer relationship management. Given its upmarket positioning, Vestiaire Collective had rigorous demands in terms of service quality and the provider's ability to manage calls from international and VIP customers.

Our solution:

A premium service specifically developed for Vestiaire Collective

Our Customer Service Centre has introduced a unique service to manage Member Relations for Vestiaire Collective.

Premium customer service entirely devoted to the activity of Vestiaire Collective is offered by a team that is bilingual in French and English, and able to satisfy all the requirements of international customers. Employees assigned to this service were selected to meet the quality requirements demanded by Vestiaire Collective and thus provide a high-end customer service.

We also act on behalf of buyers on the site to follow up on unreceived items.

A process of ongoing improvement

Our partnership with Vestiaire Collective involves a participatory approach , with a constant drive to optimise processes and the customer's pitch to its members. We also provide our customers with real-time KPIs and the ability to listen in on live or recorded phone calls.

Christian Jorge
Director of Operations at Vestiaire Collective

“ To grow our business, we wanted to work with a team specialised in handling calls so that we could outsource part of our activity. We decided to focus our search on finding a provider that could offer a premium customer relationship management service located in France. Viapost was able to demonstrate an excellent understanding of the very specific business of Vestiaire Collective. At implementation, Viapost demonstrated a responsive, precise and flexible approach as it put together a dedicated, qualified, and competent team.ˮ