One of the biggest stories of Fall 2016 was the Samsung Galaxy Note 7 recall. While the company is just now starting to move past that massive product and public relations disaster with the release of new devices, it remains an example of some of the enormous logistics challenges that can present themselves without warning.
10, 20, or even 50 years are major milestones for a company. They prove to a company that over the years it has remained at the forefront of innovation and has been quick to adapt to the changing needs of its customers. This couldn’t be truer for the global powerhouse Royal Philips, which in 2016 is celebrating its 125th anniversary.
I’m pleased to present a webinar for all of you on the ways that an aftersales or reverse logistics process can be implemented at your companies and help you establish a process that makes it easy for customers to return products – while at the same time ensuring that you’re driving the greatest value possible out of each return.
Companies spend any amount of dollars necessary – on everything from research & development, to product assembly, to packaging and shipping – in order to get a new product out and ready for its consumers, regardless of whether it’s being sold via brick and mortar, e-commerce or both. While a company’s forward logistics operations may be robust and full of detail when it comes to getting a new product into a customer’s hands, it does not necessarily mean that their reverse logistics practices are as thoroughly developed.
Who’s up for a little experiment? Ask ten people in your life to describe the sales lifecycle, and see what they say. If they’re anything like folks I’ve asked in the past, the answer will be some version of “a company makes a product, gets it to the point of sale, and the consumer swipes their card or clicks to confirm the purchase.” Ask them if they’re sure that’s where the cycle ends – and a few of them may take a second and then remember the delivery component for online purchases. But chances are, none of the ten will take it beyond that. The perception is that the sale ends when product is in hand, and the payment has been processed.
It is no secret that e-commerce sales are currently booming at an unprecedented rate. As companies around the world look into new, technologically advanced solutions to bring their fulfillment processes up to speed with the competition and same-day delivery increasingly becomes the industry standard, businesses need to get smart about all the moving parts of their supply chain operations – returns included.
Aftersales Management: Driving The Greatest Value Out Of Each Return While Improving The Overall Process
Earlier today, we here at ModusLink announced our latest solution – Aftersales Management. We’re very excited to bring this solution to market as it really helps companies address an aspect of their businesses that is often overlooked – namely, customer returns.
Believe it or not, many businesses are still operating with the mentality that there is no value in a product after it reaches its point of sale. With e-commerce sales climbing to an all-time high this holiday shopping season, and fulfillment centers across the globe struggling to fight shipping delays, the value of an optimal and efficient supply chain solution is something that does not go unnoticed – especially those that feature value-added services like as an after sales operation.
Products returned through reverse logistics – the process associated with managing a product or material after the point of sale being moved to maximize its value – are most commonly thought of and disregarded as defective or unwanted customer returns.
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