The lingerie specialist is seeing significant improvements in customer experience, warehouse visibility and sustainability.
Europe's fastest growing lingerie specialist, Hunkemöller, has seen its sales increase after working with nShift, the world's leading parcel delivery management software, to digitise returns.
By using nShift Returns Hunkemöller has been able to offer its customers a seamless reverse e-commerce experience. Since its recent go-live, Hunkemöller has seen a change in customer behaviour, with 15% more customers switching from online returns to warehouses, to in-store returns. This has not only strengthened customer relationships, but also created new marketing and redemption opportunities.
Hunkemöller, Europe's fastest growing lingerie specialist, saw its sales increase after working with nShift, the world's leading parcel delivery management software, to digitise returns.
By using nShift Returns Hunkemöller has been able to offer its customers a seamless reverse e-commerce experience. Since its recent go-live, Hunkemöller has seen a change in customer behaviour, with 15% more customers switching from online returns to warehouses, to in-store returns. This has not only strengthened customer relationships, but also created new marketing and redemption opportunities.
A leader in multi-channel commerce
Already present in 19 countries with state-of-the-art online shops and over 900 shops (which also act as multi-channel distribution centres), Hunkemöller has deployed nShift Returns in six markets in the Benelux, Germany and the Nordic countries. The project has been so successful that the company plans to extend it to all its activities in Europe, as well as to other global markets.
nShift has enabled Hunkemöller to significantly improve the returns experience, which not only helps to manage returns rates, but also offers customers a better experience based on convenience, choice and communication. This combination builds customer loyalty while protecting revenue.
nShift helps improve customer service and experience
Before using nShift, Hunkemöller used conventional printed return labels in parcels sent to customers online. This meant that the company didn't know in advance how many returns were likely to be recorded each day, or what was driving those returns. By digitising the entire process, Hunkemöller has better information about returns and can offer a more pleasant customer experience.
"We have integrated returns into a seamless omnichannel customer experience by improving control and visibility of returns," said Robin Visser, Head of Omnichannel Business Development at Hunkemöller. "What was a historical problem for the company and our customers has been transformed into something that adds real value. And because we've added more intelligence to the process, we're getting many more touch points with consumers, which is helping us to constantly improve the service and experience we offer."
Significant improvement in warehouse visibility and sustainability
The change to the returns process has also led to improvements in the warehouse. The Hunkemöller team now has clear visibility of the status of all orders, as well as arrivals and departures for the coming days. Thanks to a real-time dashboard where all statements are shared, the Hunkemöller team can plan the capacity it needs.
This also helps the company to meet its sustainability objectives. By digitising the process, Hunkemöller's returns procedure went from paper to digital, almost overnight.
Whether you're looking to digitise returns, improve the consumer returns experience, save time in the warehouse or reduce stock administration, you can find out more about our Returns solution here.
We'd be delighted to discuss shipping and returns with you. Get in touch with us here.
About nShift
nShift is the world's leading provider of cloud-based delivery management solutions that enable the frictionless shipment and return of nearly one billion shipments to 190 countries each year. nShift's software is used worldwide by shippers in e-commerce, retail, manufacturing and 3PLs. The company is headquartered in London and Oslo. It employs over 500 people in its offices in Sweden, Finland, Norway, Denmark, the UK, Poland, the Netherlands, Belgium and Romania.