Customer Needs

The requirements are easy to describe but far from easy to execute.  The customer, whether it is a distributor, a carrier or a retailer needs the rapid and accurate cost effective processing of all returns.  Failure to do so can result in significant and untold financial losses; usually well after the fact.   MCI found it as they dismantled the Sam’s Clubs retail points of sale.  And, Fretter got a measure of the cost when they liquidated.

‘Rapid’ means literally within days of the actual customer return.  It means accurately catalogued and returned to the proper distribution channel.  It means the prevention of used product from mixing with new product.  It means accurately identifying what was returned relative to a bill of material for what was sent.  It means putting used product back into the channel with the highest possible selling price.  It requires consistent repair and refurbishment.  It means having a return policy synchronized with a returns process.   It means adding value to the returned product not degrading it further.