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20150130 12Return presentation NHTV

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20150130 12Return presentation NHTV

  1. 1. Returns Management in a Customer Centric landscape.
  2. 2. … is all about creating stuff and supplying this to the market for consumption”. Supply Chain Management …
  3. 3. “Supply Chain Management contributes to the economical dilemma”.
  4. 4. “We need to Create, Supply, Consume and Dispose to maintain our welfare, but the price we pay is too high”.
  5. 5. “I think we are in the need for urgent changes in our creation, supply, consumption and disposal model”.
  6. 6. “We need to close the industrial loop to better re-utilize disposed products in a next creation, supply and consumption cycle”.
  7. 7. “The answer to the question HOWis hidden in the word …
  8. 8. “But RE goes beyond… Recycling”.
  9. 9. Turn returns into value. DeliverMakeSourcePlan Start of Use At Use End of Use Sourcing Value Return Customer Value Commercial Returns Refund / Exchange Service Returns Repair / Replace Take-Back Returns Reward / Retention Unlocking value through fast and efficient return cycles Sustainability Value Information Value
  10. 10. Reverse ChainSupply Chain Create, Supply and Consume Return and Re- Utilize
  11. 11. “I want to build the Reverse Chain foundation to enable a sustainable closed loop supply chain that contributes to a better planet”.
  12. 12. It’s inevitable, returns are part of the game.
  13. 13. The Customer Journey game.
  14. 14. What do we mean when we talk about Customer Journey? Orientation Purchase Delivery Forward Chain (Last Mile) Customer Journey Reverse Chain (First Mile) Start of Use: Commercial returns (93,4%) At Use: Warranty returns (64,5%) End of Use: Take-Back returns (3,1%) % of all retailers Buying Experience Service Experience
  15. 15. Returns are everywhere, go everywhere and end everywhere.
  16. 16. The logistics behind it is divers and complex … Domestic Cross Border Drop-off Pick-up Economy Express Single destination Multiple destination Multiple vendor Restock Remarketing Refurbishment Remanufacturing (parts) Recovery Recycling
  17. 17. … and the customer doesn’t want to know about it. Fast Refund 94% Free Returns 93% Status Info 87% % of all customers
  18. 18. The Returns Dilemma
  19. 19. Returns are a cost burden. Customer Contact: Return request Return status Reverse Logistics: Transport costs Wrong transport Double transport Returns Processing: Warehouse processing Administrative processing Double handling Problem shelf handling Hidden costs: Missed re-sale Value erosion
  20. 20. Returns are a Service (and sales) opportunity. Orientation Purchase Delivery Forward Chain (Last Mile) Start of Use At Use End of Use Reverse Chain (First Mile) Refund & Exchange service Repair & Replace service Take-Back & Re-sale service
  21. 21. According to retailers the returns process has a large contribution to their overall business objectives. (% of retailers) Happy Customers 95,6% Efficiency 86,3% Sustainability 82,6% Costs 61,0%
  22. 22. So it’s time to act.
  23. 23. Empower the customer to contribute to a seamless returns process. Self Service Return Registration Dynamic Routing Drop-Off Pick-up Take it Return Instructions Choice how will be returned Options how to return Options
  24. 24. For the customer it is just straight forward. Self Service Return Registration Return Instructions
  25. 25. And friendly too. Utilize mobility of the customer. Status info over the entire process. Fast “return-to- refund” cycle.
  26. 26. Many benefits for the retailer. All information available at arrival of the return (in fact direct after registration by the customer). Warehouse Office All information available in one system. Customer On-line and real-time status info. Shop manager Improved customer service, decreased costs, better visibility.
  27. 27. There is just a simple, but fundamental, change required. Self Service Return Registration Back-end Reverse Chain
  28. 28. The flexibility and scalability of Returns Management as a Service. Returns Management Platform POS integration Access to carrier services External partner integration No software development and hosting Shopping cart integration
  29. 29. OK, so how does it look like?
  30. 30. Thank you for your attention. Stef de Bont 12Return.com