ETAM
ShopInvest
August 27, 2024
CASE STUDY
ETAM
Strong logistical collaboration between Etam and ShopRunBack, allows the leading French lingerie brand to offer its worldwide customers the "Try At Home Before Buying" option to enhance BNPL's digital experience and advance the company's omnichannel strategy.
OVERVIEW
Founded in 1900, Etam is one of the oldest and most renowned lingerie companies in Europe, made up of five brands: Etam, Undiz, Maison123, Livy, and Ysé, with a global network of more than 1,100 stores in over 50 countries and a rich history of innovative fashion. In recent years, e-commerce has played a significant role in the company's overall strategy.“As a customer-centric brand, Etam aims to fit the best to the customer needs and expectations in terms of return experience, and ShopRunBack is able to react with agility to the different projects and requirements”
Martin Souriau
Head of E-commerce Etam Group.
CHALLENGE
Over the last few years, Etam has set itself the challenge of reinventing the customer experience by incorporating digital technologies into its business. Etam adopted the Buy Now, Pay Later (BNPL) digital approach introducing the "Try At Home Before Buying" option as one of its new initiatives.Customers may now try on chosen in-store or online purchases in the comfort of their own homes before paying just for the things they want to keep.
Etam was looking for an IT & Operational platform to make the "Try At Home" an essential part of its modernised range of shopping options.
SOLUTION
In 2017 Etam and ShopRunBack forged a partnership to implement an innovative service such as Try at Home and potentially develop projects above and beyond the initial scope. With ShopRunBack’s all-in-one Return Software + Logistics service, Etam was offered a smooth integration of the "Try At Home Before Buying" feature into the optimised returns process: :- The customer chooses up to 10 items to try at home;
- The digital returns process is managed through ShopRunBack and allows the customer to select the items to be returned;
- Portal linked to Etam back-office to ensure that the customer is only billed for the items retained;
RESULTS
With the successful launch of the “Try At Home”, Etam and ShopRunBack continue their collaboration within the whole Etam Group by implementing returns management software and logistics service for the best post-purchase experience for consumers and merchants alike.Value for merchants: :
- all return orders are tracked and managed via a centralised return management software, a total customer support coverage is provided with a customer service dashboard, and a warehouse management system is installed with inventory and supplies monitoring throughout the return cycle.
- a simplified return process is available with a user-friendly interface, a clear return policy, free or payable returns are offered with pick-up services or in-store return options, a quick refunds and automated notifications are on hand with customer service tools.
