Symptoms
- Customer refunds significantly delayed post-return receipt
- Mounting pile of unprocessed returns at the Bleckmann facility
- Higher overall Net Promoter Score (NPS) due to poor returns experience
Root Causes
- Expansion into categories with high return rates overwhelms existing processes
- System integration gaps for return receipts and dispositioning
- Inadequate staffing or process for peak return volumes
Bleckmann WMSReturns Management SystemERP
Impact: Customer churn, legal compliance risks for refund timings, and increased working capital tied up in undifferentiable stock.
Cogent Approach: We optimise returns workflows by integrating returns management systems with Bleckmann's capabilities, designing efficient inspection and dispositioning processes for each new market or channel, mitigating financial risk.