- Digital Transformation
- Customer Engagement Transformation
Our client faced challenges with their reverse supply chain as they introduced new products but also needed to address a surplus of earlier products. They were challenged with a siloed return merchandise authorization (RMA) process that was causing delayed resolutions and frustrated customers. RMA processes were not aligned with customer segmentation and could not treat customers uniquely. The organization was facing high customer call volumes for return status updates. Inefficient asset recovery processes resulted in absorbing high overhead costs and significant write-offs.