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Tobi: Enhancing Customer Experience with Improved Returns Processing
技术
- 传感器 - 触觉传感器
适用行业
- 运输
适用功能
- 物流运输
- 销售与市场营销
用例
- 公共交通管理
- 供应链可见性(SCV)
挑战
Tobi 有限的订单跟踪能力促使客户频繁查询，其中许多是关于退货的。退货流程缺乏明确性使客户想知道他们何时会收到退款或更换商品，从而造成负面的客户体验。
Tobi 团队在加快客户查询时也遇到了缺乏可见性的问题。
客户
托比
关于客户
Tobi是一个国际快时尚在线零售目的地，为全球 100 多个国家的年轻女性提供服务。
自 2007 年以来，Tobi 已向超过 150 万 Tobi 客户提供西海岸风格和悠闲的态度。
该公司致力于将最时尚的时装从客户的仓库快速送到客户家门口。
解决方案
作为一家成长中的在线零售商，Tobi 以其对客户的承诺而自豪，但需要找到一种方法来控制其不断上升的退货成本。他们聘请了 Pitney Bowes，后者实施了一个解决方案，让客户可以从新推出的 Shipment Manager 门户下载和打印 SmartLabel®，将其放在退货时，然后将其放入家里、工作场所或任何美国邮局的邮件中。
接下来，Pitney Bowes 帮助 Tobi 实施了 Transit Trigger 计划，该计划在首次扫描 SmartLabel 时向客户发送包含跟踪信息的自动电子邮件。
除了提高客户方面的可见性外，Shipment Manager 门户还允许 Tobi 客户服务团队跟踪在途退货并让他们能够轻松生成报告。
运营影响
数量效益
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