CUSTOMER STORY
Finding Inspiration in Intelligent Returns
See how our data-driven returns technology is helping this furniture marketplace maximize revenue
SOLUTION OVERVIEW
Leading online marketplace automates returns to maximize recovery
In the wake of massive growth, this leading online marketplace for home remodeling and design sought a better solution for their ecommerce returns. They needed a platform that could help them make intelligent return routing decisions in their supply chain and achieve a higher net recovery for the returns. To achieve this, the retailer turned to Optoro for Returns Management software and ReCommerce solutions. Leveraging Optoro’s returns management system offering, the retailer’s returned goods now route directly from customers to Optoro’s facility, where the units are received, processed, assessed and resold on Optoro’s proprietary B2B resale channels.
For us, it was important to find a reverse logistics partner that is capable of both addressing a dynamic list of SKUs along with real-time, continuous disposition optimization to maximize recovery and reduce returns. Optoro provided easy-to-implement options for both.
CHALLENGE
Plagued by space constraints, manual processes and little recovery
On top of space constraints to receive and store customer returns, the retailer had a manual returns process. Half of returned products were donated—in support of the company’s philanthropic efforts to turn houses into homes for people in need—while the other half were liquidated via a time-intensive process that recouped little value.
RESULTS
Driving over 90% unit resales and an impressive 150% increase in net recovery
Since partnering with Optoro, 91% of the retailer’s returns have been resold in the recommerce market via Optoro’s proprietary resale channels. The program has increased net recovery(vs. cost) by more than 150%.
Furthermore, with a strong partnership, the Optoro teams and the retailer’s teams have been able to optimize the program over time. For example, through increased data availability and operational enhancements, the exception rate for returns has dropped by over 55% from year 1 to year 2. The retailer has seen a reduction in exception labor charges as a result of these improvements. The net recovery rate for the program also increased by 25% from year 1 to year 2.
Healthier profits achieved through data-driven strategic decisions
With Optoro’s unit and SKU-level performance data, the retailer now has a full picture of the profitability of their inventory mix, including the top- and bottom-line impact of online returns. This data enables them to make better strategic decisions, including refining customer satisfaction and keep logic to reflect SKU-level profitability.
KEY RESULTS
of returns resold
increase in net recovery
reduction in returns exceptions
PRODUCTS
ABOUT THE CUSTOMER
This online marketplace connects millions of homeowners, designers and home improvement professionals from around the world. Its website and mobile app serve as both an online marketplace for a curated set of furniture and home goods, as well as an inspiration board for interior design and home improvement. At its core, they are a tech company looking to drive towards smarter, data-driven decision-making across the board.