Reverse Logistics
Returns are growing in volume and complexity, particularly in e-commerce. Managed well, they can be a positive customer experience at a controlled cost. anaged poorly, they erode margin and damage your brand.
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The challenge with returns is ownership. They cut across customer service, product
development, sales, urchasing, quality, retail operations and logistics
— and without
clear accountability, costs accumulate and customer experience suffers. Most
businesses know their returns process isn't working as well as it should. Few have a
clear picture of the total cost, or a plan that addresses the full end-to-end picture.
The Service
What we do
SCALA helps businesses design and implement reverse logistics solutions that improve customer experience and reduce cost — from the customer-facing returns process through to rework, resale, recycling and disposal. We establish clear plan ownership across functions and ensure data and technology are used effectively to drive
continuous improvement.
Start a ConversationTotal cost of returns quantification — logistics, processing, stockholding, lost profit
Customer and consumer-facing returns process review
Operational activities
assessment
Returns reasons analysis and reduction methodology
Resale and recovery income maximisation
Change leadership and plan ownership strategy
Social media feedback review
Environmental compliance
Case Studies