New revenues THROUGH a service economy
Establish a product return mechanism after service.
1. Analysis of needs and objectives:
- Identification of product types: Determine which products require a return mechanism after service.
- Definition of objectives: Clarify the objectives of the mechanism (repair, recycling, reuse, customer satisfaction assessment, etc.).
2. Design of the return process:
- Development of return protocols: Establish the steps to follow for the return of products, from the customer's request to the receipt and evaluation of the returned product.
- Creation of eligibility criteria: Define the conditions under which a product can be returned (duration of use, condition of the product, etc.).
- Return policy: Write a clear and accessible policy for customers explaining the return terms.
3. Logistics infrastructure:
- Selection of logistics partners: Choose logistics providers to manage the transport of returned products.
- Optimizing returns flows: Develop a system to track returns, minimize delays, and optimize transportation costs.
- Creating return points: Set up collection points or easy return options for customers (in-store, by mail, via local partners).
4. Setting up a tracking system:
- Return tracking technology: Use software or a platform to track the status of returned products at each stage of the process.
- Data management: Ensure the traceability of returns and centralize information to analyze trends (types of returns, frequency, causes).
5. Training and internal communication:
- Staff training: Train the relevant teams (customer service, logistics, after-sales service) on the new return procedures.
- Internal documentation: Create internal guides and procedures to ensure consistency in returns management.
6. Communication with customers:
- Return information: Inform customers of return options and procedures upon purchase or through specific communications.
- Ease of access: Ensure that product return information is easy to find on the website, in manuals, or via customer service.
7. Management of returned products:
- Evaluation and sorting of returns: Develop criteria for evaluating returned products (repairability, reuse, recycling).
- Repair or recycling: Establish processes for the reconditioning, reuse, or recycling of products, depending on their condition.
8. Analysis and continuous improvement:
- Feedback collection: Collect customer feedback on the return process to improve it.
- Performance monitoring: Establish performance indicators to evaluate the effectiveness of the return mechanism (processing time, customer satisfaction, cost).
- Continuous improvement: Review and adjust the return process based on the data collected and changes in needs.
9. Piloting and deployment:
- Pilot phase: Test the return mechanism on a small sample of customers or products to identify the necessary improvements.
- Large-scale deployment: After validation of the processes, extend the return mechanism to all products and customers concerned.
The organization will thus be able to set up an effective mechanism for returning products after service, thereby improving customer satisfaction, product durability, and efficiency.