Key challenges
A major US retailer faced a number of operational issues from inefficient, manual instore returns to constant customer complaints.
Customers were disgruntled with an inefficient call center returns process, along with no visibility into returns process after initiation, resulting in constant customer complaints on missing refunds, with the retailer often left to give out appeasements.
Our approach
Through understanding the client’s key challenges, the supply chain team designed a new returns process solution across digital, store and call centre to improve E2E visibility from returns capture to processing refunds.
The new returns solution streamlined in-store and call centre return processes to reduce the amount of time spent processing a return. The team developed a comprehensive SOP and training plan for the staff to ensure the returns process runs smoothly.
The results
The solution facilitated significant improvements in customer satisfaction and staff engagement, reducing call center returns by 20% and Distribution Center (DC) returns by 10-15% respectively, enabling a more efficient return for the customer.
A frictionless customer experience was achieved as a result of the automation introduced during processing returns at the DC, improving inventory disposition accuracy by 5%, subsequently providing end to end visibility over the customer returns process.