Pieter Schalk, Sales Director
Returns are an integral part of ecommerce but consistently high return rates can undermine retailers’ profits. One multichannel retailer that has been able to make major improvements to its returns offering, leading to major benefits across the entire business, is Hunkemöller, Europe’s fastest-growing lingerie specialist.
It has been able to offer its customers seamless reverse ecommerce experience and seen a spike in sales after using nShift Returns. Since going live, Hunkemöller has seen a marked shift away from return-to-warehouse and towards in-store returns, with the latter increasing by 15%. This has not only created the chance to strengthen customer relationships but also created new remarketing and repurchase opportunities.
A multichannel commerce leader
Already operational in 19 countries with state-of-the-art webshops and over 900 stores (which also act as multichannel retail hubs), Hunkemöller has deployed nShift Returns in six markets across Benelux, Germany and the Nordics. The project has been such a success that the company plans to roll it out across its European operations, plus other global markets.
nShift has enabled Hunkemöller to dramatically improve the returns experience, which not only helps manage return rates, but also provides customers a better experience based on convenience, choice, and communications. This combination helps to build customer loyalty while protecting revenues.
nShift helps improve customer service and experience
Prior to using nShift, Hunkemöller was using conventional printed return label in packages sent to online customers. This meant the company didn’t know in advance how many returns might come back every day, or what was driving those returns. By digitizing the entire process, Hunkemöller has better intelligence about returns, and can offer a slicker customer experience.
“We’ve made returns part of a seamless omnichannel customer experience with increased returns control and insights” said Robin Visser, Omni Channel Business Development Manager, Hunkemöller. “What was a historical pain point for the company and our customers has been changed into something that adds real value. And because we’ve added more intelligence to the process, we’re getting much more in the way of consumer touchpoints helping us to constantly improve the service and experience we offer.”
Significant improvements in warehouse visibility and sustainability
The change in returns process has also led to improvements in the warehouse. The Hunkemöller team now has clear visibility on the status of all orders as well as what is coming and leaving days ahead. With a real-time dashboard where all returns are being shared, the Hunkemöller team can plan for the capacity they need.
It is also helping the company achieve its sustainability objectives too. By digitizing the process, the Hunkemöller returns process has gone from paper to paperless, almost overnight.
Delivering tangible benefits for our customers
Hunkemöller is one of many customers we work with to improve the delivery experience and create tangible benefits across the business. You can find many more examples in our customer stories.
If the challenges raised in this particular case sound familiar - whether you're looking to digitize the returns, improve the experience for consumers, save time for warehouses or reduce inventory admin - then read more about our Returns solution.
Alternatively, get in touch with us here.
