Metapack’s eCommerce delivery management software helps global retailer boohoo.com set the agenda in etailing technology and customer experience.
The shortlist for the Retail Week Tech and Ecomm Awards 2016 is out! The prestigious awards recognise and celebrate the smartest and most creative digital ideas and the teams driving these innovations with forward-thinking technology. At Metapack we are proud and excited to join global retailer boohoo.com in driving the agenda for etailing technology.
From Manchester’s best kept fashion secret to one of the fastest growing international etailers, boohoo.com has quickly evolved into a global fashion leader of its generation. After realising the impact that delivery & returns have on the decision making process for online shoppers, boohoo.com employed Metapack’s Returns Portal solution to innovate and enhance customer experience.
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.
Stay tuned for the winners’ announcement on September 14th. We wish boohoo.com the best of luck!