CHANTELLE
JULES
August 27, 2024
ShopInvest
August 27, 2024
CASE STUDY
CHANTELLE
is one of the six brands in Groupe Chantelle (Chantelle, Chantelle X, Passionata, Femilet, Livera and Darjeeling), the renowned french manufacturer and worldwide retailer of women's lingerie since its foundation in 1876. Together, the brands generate annual revenue of €400 million, making Groupe Chantelle one of the market leaders in Europe.
With the all-in-one "Return as a Service" solution from ShopRunBack, Groupe Chantelle can take full advantage of a personalized customer experience by using a powerful digital platform and data analysis.OVERVIEW
CHANTELLE continues its more than 140-year tradition of innovation, expertise, and product knowledge by putting customer experience at the centre of the company’s progress toward responsibility, transparency, and equality in the retail sector. With the rise of e-commerce and sustainability awareness, Chantelle recognises the need to adapt to the rapidly shifting retail market and streamline not only the purchase process but also make an after-sale experience more enjoyable and eco-friendly for the customer.CHALLENGE
When it comes to exploring new opportunities and identifying potential areas for improvement, Chantelle, without a doubt, takes the lead.Chantelle's business strategy primarily focuses on finding solutions best suited for all 6 of its international brands and websites throughout Europe.
Groupe Chantelle wanted to rely on a robust digital platform and data analytics for both the pre-sale and post-purchase phases of the customer journey to provide personalised and comparable customer experiences.
SOLUTION
In April 2022, the ShopRunBack and Chantelle project went live. ShopRunBack's high-tech return solutions were launched to target the following areas in the streamlined returns process:- Unification ShopRunBack's all-in-one software and services package, "Return As A Service," is set up to bring to Chantelle's consumers a unified experience in which all of the diverse components of the returns cycle run efficiently and flawlessly, from the return request to the receipt of a refund or replacement product.
- Adaptability The ShopRunBack returns management system is devised to address the requirements of each territory of the expanded Chantelle group, resulting in each area having a bespoke return policy (choice of carrier, number of days to return, localised drop-off points) that is compatible with the requirements of a given location.
- Data capturing and analysis With its data-driven approach to product returns, ShopRunBack is ready to meet the needs of Chantelle’s digital users. The major features of the ShopRunBack package for handling online returns are end-to-end data monitoring, real-time analysis and harnessing the reasons for returns to enable quick and efficient warehouse sorting, inspection and relocating of returned items to repair centres, resellers or distribution centres.
RESULTS
Integration with ShopRunBack's returns management system made it possible to streamline the digital process for Chantelle's online returns and bring the company's quality of customer care to a whole new level. :- Reducing unnecessary paper trail With the “Return As A Service” platform, Chantelle has eliminated redundant pre-printed return labels previously included in all packages by switching to a digital alternative. It contributed to the Chantelle Group's strong CSR strategy and environmentally friendly initiatives.
- Reducing inbound call volume ShopRunBack’s easy-return consumer interface allowed Chantelle’s customers to independently create and track their return orders without awaiting support from customer service operators. The customer receives automated e-mail updates with a link to check and track the status of their return order online at any time. It helped significantly reduce customer service call traffic and speed up refund or product exchange processing time.
- Improving operational visibility By providing digitally enhanced connectivity between customer order returns and the data warehouse portal, ShopRunBack's end-to-end returns management software allowed warehouse staff to understand better what was returning to the warehouse and how to plan their operations effectively. Productivity has considerably increased since all returned products are predeclared and made visible in the system before receiving them in the warehouse.
