RETURN PROCESS
AUTOMATION SOLUTION
FOR eCOMMERCE STORE

Client is an ample sized supplier of the automobile spare parts in Europe serving over 10,000 wholesale and retail customers with massive catalog of nearly 600,000 spare parts of more than 30 brands. The client was in need of a solution to manage return procedure of goods in an organized manner.
Challenges
Challenges
  • Client had an established e commerce store prominently being used by extensive customer base. Company already had specific Return Policy aligned with their flawless customer services and legal requirement as a seller.

  • Warehouse team was not equipped with productive tools to administer returns. They never used to have any information about expected spare parts as return parcels till the actual delivery.

  • Overall return process was a non-automated process with whopping possibilities of communication gap leading to inconvenience and hindrance.

  • Manual entries to ERP system for generating credit voucher was the practice.

  • Depending on condition of spare parts and relationship with clients, warehouse team had flexibility to make change in preset return percentage for which they required a need base transparent communication system about verification process specific to each spare part.

Solution
solution
  • 1
    After analyzing the precise requirement, Azilen developed an iPad application to optimize entire returns process
  • 2
    Aligned with Return Form accessible though eCommerce store, the app is integrated with e store & ERP system through central database
  • 3
    Customer initiates the return process through Return Form that eventually will be triggered to the warehouse team
  • 4
    System figures out proposed amount for credit voucher in line with return policy and display it to customer
  • 5
    After physical delivery of the spare parts at warehouse, the warehouse team can verify them and generate the Credit Voucher
  • 6
    Warehouse team has flexibility to capture the image of returned spare parts and them upload through iPad app for further verification
Business Benefits
Business Benefits
  • 70% reduction in turnaround time for end to end return process.

  • Improved document management without any tedious paper work.

  • Straight upswing of 50% in productivity of warehouse team due to leveraged efficiency and minimized space for manual errors followed by 50% staff reduction for return management.

  • Meeting of SLAs got escalated to 90% from 70%. Streamlined communication, optimized governance and accountability of return procedure resulted into enhanced customer satisfaction and value creation.

Tools & Technologies
Tools Technologies