Metapack’s eCommerce delivery management software helps boohoo.com significantly improve returns processes and reverse logistics.
The Hermes Retail Week Supply Chain Awards 2016 applaud the retailers, suppliers and individuals who are re-inventing the modern retail supply chain, from delivery and logistics, to technology and talent development.
We are delighted that our work with boohoo.com has been shortlisted in recognition of the significant improvements to returns processes and reverse logistics. In an era when multichannel growth is placing mounting pressure on retailers’ returns handling capabilities, astute retailers like boohoo.com are increasingly looking at how to improve this process to rise above the competition.
About the project
Today, online shoppers expect the returns process to be as easy and painless as the delivery experience, including the flexibility to return items when and how it suits them. Returns have historically been difficult to efficiently manage in terms of visibility of volumes and understanding what items are coming back, when and why.
boohoo.com needed a comprehensive returns service that would seamlessly integrate with their existing business infrastructure to ultimately drive and improve customer experience.
The main achievements include:
- Complete traceability of the end-to-end returns journey
- Return reasons made available for Quality Control and Buying Teams
- Full visibility of returns for Customer Service teams
- Reduced number of WISMO-type (Where Is My Order) calls
- Clear customer communication at key stages of the returns process
- Outstanding customer experience for boohoo.com customers
Furthermore, boohoo.com significantly reduced their operational costs by eliminating the need to print and dispatch millions of returns labels with original orders.
Watch boohoo.com testimonial.
The winners will be announced on the 29 September 2016, at an event held at the Hilton Park Lane. We wish boohoo.com the best of luck!