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Yrgo17dec
- 15. 12/17/2020
- 17. 2020-12-17
- 18. 2020-12-17
- 21. PostNord Portal Business • Skicka Direkt Business – Köp frakt online • Dashboard – ögonblicksbild av dina sändningar • Track & Trace – spåra inkommande & utgående • Rapporter – få rapporter på kvalitet, miljö, edi-kvalitet, fakturor och reklamationer • Kundservice – ta kontakt och få hjälp • Reklamationer – hantera dina reklamationer • Fakturor – hantera dina fakturor • Boka upphämtning – boka upphämtning av paket • Skapa Utskick – beställ digitala och tryckta utskick • Postboxar – beställ och hantera postboxar • Fullmakter – administrera företagets fullmakter • Elektroniska fakturadokument – förbered fakturadokument för utskick • Aviseringar – hantera automatiska och anpassade meddelanden • Företagsinställningar – hantera kundnummer, användare med mera • Upptäck – utforska funktioner, nyheter och inställningar • Referenser
- 22. 12/17/2020 22
- 23. PostNord Portal Business – - Effekt för flera roller i företaget 2020- 12-17 23 Dashboard leverans- överblick Möjlighet att reducera returer Kvalitets- rapporter Proaktiv avvikelse- hantering Enklare att söka paket & göra ändringar Enklare att arbeta med PostNords Kundservice Enklare att reklamera Färre samtal gällande returer Analys- möjligheter Tex Exportera statistik Reducera kostnader Tex returer Kvalitets- rapporter Kan se alla fakturor KundserviceLogistik Ekonomi Öka antalet paket som hämtas ut Öka lojaliteten med bra returhantering Merförsäljning när kunden tagit emot sitt leverans Proaktiv leveransinfo ger nöjdare kunder Försäljning
- 28. From data to information
- 29. Other reason To big Unsatisfied with fit Wrong colour Unsatisfied with fit Too big Too long legs Revenue is not enough…true profit on product level gives you opportunities!
- 30. WAREHOUSE Seasonals , low stock 284 PRIO 2 85 PRIO 1 26 Store 4 Outlet 12 Up/Re-cycling RETURN HUB NOOS, high stock LOCAL STORE On sales, store demand Broken, Stained… LOCAL OUTLET Out of season Low value UPCYCLE PARTNER Incoming stock: Optimized return logistics and return room management RETURN ROOM MANAGEMENT
- 32. 32
- 33. Insights to optimize returns
- 34. Why should we work with insights to optimize returns? • Too many companies lack data, insight and overview of the challenges connected to returns • Resulting in a limited capability to provide an excellent service to the customers and do it in a profitable and sustainable way • Miss the opportunity to take proactive actions to optimize and prevent returns 2-4X10-30% Higher cost than order fulfilment Lost ordersin the returnsprocess Return share Cost of returnsLost conversion … and growingasthefitting room ismovingto thehome 20-50% 73% Customer experience of customerssay returninga purchaseisthepart of online shoppingthey dislikethemost the challenge –profitability 12MN3-5 tonsof carbon dioxide, or 4.5billion liter of fuel only from returns Shipmentsto return the item to its origination Landfill Overstock, out of season EmissionsUnnecessary transportation tonsof returned inventory sent to landfillsby U.S. retailerseach year 2MN the challenge –sustainability … and increasing
- 35. Living Recognizing Exploring Browsing Filtering Committing Completing Transporting Integrating Evaluating Better Living A customer journey - the meeting with the customer REACH ATTRACT CONVERT KEEP Returns In the customer journey? ?Ownership
- 36. • Returns are too often not included in the customer journey and hence not planned, nor executed, in a good way • No ownership of the issue • Lacking insights and overall perspective • Returns 360 is an insight solution and service for retailers coping with the challenges to have • Efficient handling of returns • Preventing returns • Get actionable insights and services for business action • Returns 360 address the challenges in 8 different dimensions and connect it to a customer journey Returns 360 make your customer journey complete RETURNS
- 37. Living Recognizing Exploring Browsing Filtering Committing Completing Transporting Integrating Evaluating Better Living The customer journey – Insights from the meeting with the customer REACH ATTRACT CONVERT KEEP Optimize and prevent returns Data collectionActionable insights and services for business action
- 38. SALES DATA $ RETURNS DATA CUSTOMER DATA OTHER DATA DATA COLLECTION ANALYSIS INSIGHT ACTION Returns 360 – optimize and prevent returns PRODUCT DATA Optimize and prevent returns
- 39. ARTIFICAL INTELLIGENCE MACHINE LEARNING SALES DATA $ RETURNS DATA CUSTOMER DATA OTHER DATA DATA COLLECTION ANALYSIS INSIGHT ACTION Returns 360 – analysis flow PRODUCT DATA Optimize and prevent returns Prescriptive analysisDescriptive & benchmarking Predictive modelingDiagnostic Business information What has happened & why? What could happen? What action could be taken?
- 40. Jonas Hessler jonas@opco.se Fredrik Larson fredrik@opco.se Markus Nordlund markus.nordlund@easycom.com Klas Hjort klas.hjort@plog.lth.se Arne Andersson arne.b.andersson@postnord.com
Editor's Notes
- When we in our reports ask consumers if tey think it´s convienent to return they generelle think it is conviennt but the most common teturnprocess with a label inside the parcel is both un sustainable and you as a retailer hav no control over the returns so it´s both costly in real money and costly for the enviroment.