Supply Chain Management

Key goals for discussion were to enable a system driven visibility of the return lifecycle to the customer, enabling an easier slap and post process for parcel able returns. We also had to ensure that as the direct & online grew as mainstream sales channels, the customer experience in returns process was also streamlined to have same level of personalization as an in store return with options for advance or pre paid exchange, calculate refund based on customer profile (loyalty), capability to create online home pick up schedules and easy process for e-labels for parcel items. The scope for improvement is tremendous as returns management process can be a very useful tool to build a competitive edge and customer loyalty.
While we are on the topic, as a recent development UPS and USPS have launched a new service “UPS Returns Flexible Access”, that would allow the customers of select retailers to place the parcel able items in their USPS mail boxes for pick-up. This certainly adds a new dimension to the return processes of major retailers as they look to address the issues and concerns of managing an efficient and customer friendly return/exchange experience.
The key pain points identified during our interactions also stand validated by the recent survey conducted by USPS, UPS and Forrester. A presentation on the findings is available online here.