The Challenge
When Third Party Logistics (3PL) company, EV CARGO, needed a returns solution that provided a greater and improved experience for their eCommerce customer they approached their existing partner Intersoft. Alongside this, EV Cargo already integrated with the Intelligent Shipper’s delivery management software to outbound carrier labels, so EV Cargo knew it could rely on Intersoft to come up with a solution where others couldn’t.
The challenges faced by EV Cargo were two-fold. Firstly, they needed to know why, how and when customers were returning goods. Secondly, Allport needed to ensure their end-customer had a seamless returns journey. At present, customers had to contact the e-tailer directly to request a returns label, which was then emailed to them. This required the customers to then go and create their own returns label via the DHL website. Both options openly took the customer away from the e-tailer’s website and were heavily time-consuming for both the shopper and e-tailer.
The Solution
Intersoft worked with EV Cargo to develop the Returns Portal. A fully branded and flexible software solution that seamlessly integrates into the e-tailer’s website, allowing customers to login into their account, select the items they wish to return and print a returns label with a unique tracking code. This keeps the customer within the brand experience and smooths the returns journey. Via the code they are then able to track the item back to the warehouse, providing them with the reassurance that high-value items have reached their destinations.
It also had the added benefit of giving EV Cargo foresight into what would be returned, allowing better planning of resource and workload.
“Allport have gone from not having a returns offering to having a fully automated, fully configurable returns solution that allows the retailer to track their returned goods and be completely visible throughout their customer’s shopping and returns process, ultimately improving their customer satisfaction.”
The Result
The Returns Portal removed complexity and gave customers peace of mind, allowing them to buy garments in multiple sizes and styles and return them with ease. The solution greatly enhanced the customer’s shopping experience, helping to strengthen loyalty to the brand.
It also had significant benefits for the e-tailer’s Customer Services team. Inbound calls requesting returns labels and for updates on the status of a returned item dropped considerably. This allows the Customer Services Team to focus on more pressing enquiries and reduced the amount of resource required, helping increase the e-tailer’s revenue.
“The returns portal is an excellent initiative… It has saved us time, made us more cost-efficient as well as giving customer insight into returns. Customer service support is only required when a product is outside of the returns policy period. The portal very importantly is also more environmentally friendly compared to the expensive sticky label option.”
For EV Cargo, it also means the 3PL now has a returns solution that it can offer to existing and future clients, helping to enhance its service offering.
