4. What
do
we
mean
when
we
talk
about
Customer
Journey?
Buying
Experience
Service
Experience
Forward
Chain
(Last
Mile)
Customer
Journey
OrientaEon
Purchase
Delivery
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
9. Returns
are
a
cost
burden.
Customer
Contact:
Return
request
Return
status
Reverse
LogisEcs:
Transport
costs
Wrong
transport
Double
transport
Returns
Processing:
Warehouse
processing
AdministraEve
processing
Double
handling
Problem
shelf
handling
Hidden
costs:
Missed
re-‐sale
Value
erosion
10. Returns
are
a
Service
(and
sales)
opportunity.
Forward
Chain
(Last
Mile)
OrientaEon
Purchase
Delivery
Reverse
Chain
(First
Mile)
Start
of
Use
At
Use
End
of
Use
Refund
&
Exchange
service
Repair
&
Replace
service
Take-‐Back
&
Re-‐sale
service
11. According
to
retailers
the
returns
process
has
a
large
contribuEon
to
their
overall
business
objecEves.
(%
of
retailers)
Happy
Customers
95,6%
Efficiency
86,3%
Sustainability
82,6%
Costs
61,0%
13. Empower
the
customer
to
contribute
to
a
seamless
returns
process.
Self
Service
Return
RegistraEon
OpEons
how
to
return
OpEons
Dynamic
RouEng
Drop-‐Off
Pick-‐up
Take
it
Return
InstrucEons
Choice
how
will
be
returned
14. Or
just
a
basic
soluEon
if
your
reverse
chain
is
not
that
complex.
Self
Service
Return
RegistraEon
Drop-‐Off
Pick-‐up
Take
it
Return
InstrucEons
OpEons
how
to
return
Fixed
RouEng
Choice
how
will
be
returned
15. For
the
customer
it
is
just
straight
forward.
Self
Service
Return
RegistraEon
Return
InstrucEons
16. And
friendly
too.
UElize
mobility
of
the
customer.
Status
info
over
the
enEre
process.
Fast
“return-‐to-‐
refund”
cycle.
17. Many
benefits
for
the
retailer.
Warehouse
Office
All
informaEon
available
at
arrival
of
the
return
(in
fact
direct
aker
registraEon
by
the
customer).
All
informaEon
available
in
one
system.
Customer
On-‐line
and
real-‐Eme
status
info.
Shop
manager
Improved
customer
service,
decreased
costs,
beler
visibility.
18. There
is
just
a
simple,
but
fundamental,
change
required.
Self
Service
Return
RegistraEon
Back-‐end
Reverse
Chain
19. The
flexibility
and
scalability
of
Returns
Management
as
a
Service.
Returns
Management
Planorm
POS
integraEon
Access
to
carrier
services
External
partner
integraEon
No
sokware
development
and
hosEng
Shopping
cart
integraEon
20. Thank
you
for
your
alenEon.
Stef
de
Bont
12Return.com