“The returns process is part of the customer journey, it has to be good."
Jimmy - CFO at Jumbo Sports
Besides the physical superstores, which you can find throughout the country Jumbo Sports also has the webshop jumbosports.com, which focuses primarily on sports with a high specialist character: Golf, Hockey and from next fall Winter Sports. All this under their formula which stands for: the largest range, the best service (with in-house specialists), combined with low prices. They implement an omnichannel strategy, at Jumbo Sports store and webshop run seamlessly into each other.
Long lead time at high volumes.
A lot of time spent manually processing returns.
Customer has to wait relatively long for refund.
the success story of jumbo sports.
Jimmy, CFO at Jumbo Sports.
Jimmy Joosten, CFO at Jumbo Sports is responsible for IT & Development, including webshop development.
All returns were previously processed individually and manually..
"As the volumes increase, we are encountering a longer lead time for the manual and individual processing of returns. As a result (by our standard) the customer has to wait too long for his money to be refunded to the account. The return process is also part of the customer journey, it has to be good. In addition, (the relatively simple) manual work takes a lot of manpower. We thought that could be done smarter."
“The return process is part of the
customer journey, it must be good.”
The return process is now simple but effective..
"Returnless offers the customer a simple, but effective return process, with a pleasant customer portal for customer contacts if necessary. Returnless also works with us to process returns automatically as much as possible. This relieves the customer's worries, but we also create scalability. "
"The customer reports his return, with a standard return, the return is immediately registered with a carrier of his choice. In the case of a non-standard return (e.g. product defect), a return request is submitted to customer service, which can be quickly submitted via the Returnless portal. As soon as the return package is scanned in our DC, an automatic administrative action follows in our ERP system, which means that we are quickly able to assess, approve and provide a cashback for the returns."
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"We saw in our web KPIs that a cumbersome return process has an effect on the long-term loyalty of our customers. If you want to bind a customer for the long term, the entire customer journey must be good, including your return process."
"Returnless offers us the opportunity to also automate the "back-end", i.e. the administrative returns processing. This saves time and work which we spend on a relatively simple, but important process. The faster processing ensures a higher customer satisfaction, but also a higher employee satisfaction."
“Since we switched from a competitor and some haste was required, I can only say that what was promised has been fulfilled. Communication lines were short and everything was quickly set up to actually get started.”
E-COM 2 GROUP
“We no longer receive any return related questions from our European customers. Literally, nothing at all. Thanks to Returnless, we managed to get the number of return questions to 0 within two weeks."
“Our KPIs pointed out that a difficult returns process had an effect on the long-term loyalty of our customers. To gain loyal customers for the long term, the entire customer journey must be in order, including your returns process."
“We now have a better return experience for our customers. With Returnless we can easily guide our customers to the returns portal, and have an overview of all returns and a faster way to process these.”