Overview


An end to end analysis of our clients customer returns data allowed us to identify a number of opportunities to make significant service improvements and deliver reductions in their operating model.
 

Approach


Working with key stakeholders we were able to

 

  • Recommend a new customer refund policy
  • Design a centralised refund reporting suite using the business' existing technology
  • Produce a store operating manual for returns processing
  • Complete a productivity realignment exercise for all stores


Results


All training programmes introduced to the business continue to be used as the core support mechanism for training and development.