9. Turn returns into value.
DeliverMakeSourcePlan
Start of
Use
At Use
End of
Use
Sourcing Value
Return
Customer Value
Commercial
Returns
Refund /
Exchange
Service
Returns
Repair /
Replace
Take-Back
Returns
Reward /
Retention
Unlocking value through fast and
efficient return cycles
Sustainability Value
Information Value
14. What do we mean when we talk about
Customer Journey?
Orientation Purchase Delivery
Forward Chain (Last Mile)
Customer Journey
Reverse Chain (First Mile)
Start of Use:
Commercial
returns
(93,4%)
At Use:
Warranty
returns
(64,5%)
End of Use:
Take-Back
returns
(3,1%)
% of all retailers
Buying Experience Service Experience
19. Returns are a cost burden.
Customer Contact:
Return request
Return status
Reverse Logistics:
Transport costs
Wrong transport
Double transport
Returns Processing:
Warehouse processing
Administrative processing
Double handling
Problem shelf handling
Hidden costs:
Missed re-sale
Value erosion
20. Returns are a Service
(and sales) opportunity.
Orientation Purchase Delivery
Forward Chain (Last Mile)
Start of Use At Use End of Use
Reverse Chain (First Mile)
Refund & Exchange service
Repair & Replace service
Take-Back & Re-sale service
21. According to retailers the returns process
has a large contribution to their overall
business objectives.
(% of retailers)
Happy
Customers
95,6%
Efficiency
86,3%
Sustainability
82,6%
Costs
61,0%
23. Empower the customer to contribute
to a seamless returns process.
Self Service
Return
Registration
Dynamic
Routing
Drop-Off
Pick-up
Take it
Return
Instructions
Choice how will be returned
Options how to return Options
24. For the customer it is just straight
forward.
Self Service
Return
Registration
Return
Instructions
25. And friendly too.
Utilize mobility of
the customer.
Status info over
the entire
process.
Fast “return-to-
refund” cycle.
26. Many benefits for the retailer.
All information available at arrival
of the return (in fact direct after
registration by the customer).
Warehouse Office
All information
available in one
system.
Customer
On-line and
real-time status
info.
Shop manager
Improved
customer
service,
decreased costs,
better visibility.
27. There is just a simple, but
fundamental, change required.
Self Service
Return
Registration
Back-end Reverse Chain
28. The flexibility and scalability of Returns
Management as a Service.
Returns Management Platform
POS
integration
Access to
carrier
services
External
partner
integration
No software development and
hosting
Shopping
cart
integration