RUGGABLE
CASE STUDY
RUGGABLE
RUGGABLE and ShopRunBack are teaming up to ensure a better strategy for customer returns through a centralised returns management system, warehouse inventory control and multi-carrier tracking services. .OVERVIEW
RUGGABLE is a Los Angeles-based e-commerce startup that sells fashionable, machine-washable household rugs. RUGGABLE has been revolutionising the $7B rug market since its debut in 2010 by providing an inexpensive and quick solution to a problem, such as a difficulty of cleaning stains from traditional carpets. .
Jeneva Bell, the brains behind the innovation, designed a 2-Piece Rug System with a detachable, washable cover that clings to a non-slip rug cushion so the top layer of the rug can be removed and washed in the washing machine at home.
CHALLENGE
How to reduce the customer service contact rate by 70%? The answer is to rethink returns processes.
Ruggable offers over a thousand distinct rug types in various sizes, textures, and pricing ranges. In order to perform flawless and accelerated returns and exchanges, the company encountered significant logistical and operational challenges. To be eligible for a refund, a returned item must be shipped back in its original packing, not be damaged in transit, and be properly examined. In addition, the processing costs for each return must be individually calculated based on the item's weight and dimensions.
Ruggable's commitment to its 30-day return policy prompted the development of a solid system for daily communication with carrier providers, managing the booking of return shipments, tracking all returns and monitoring data for each item sent back to the warehouse where it has to be identified, checked and scanned into the returns management system and then approved for refund or exchange.
SOLUTION
The partnership between Ruggable and ShopRunBack was launched to help maintain an organised, unified, and smoother return process while improving customer experience along the way. A centralised returns management system, “Return As A Service”, from ShopRunBack, equipped the Ruggable team with highly customisable, sophisticated operational tools designed to meet the demands of both their customers and their internal operations.The front-end aspect of the solution:
ShopRunBack established the objective of enhancing automated features for customer return requests and reducing inquiry time by almost 40% for the customer support team.For Ruggable’s customers, ShopRunBack’s high-tech returns platform has offered an advanced returns user interface where the customers can easily access the return policy, follow step-by-step instructions and select corresponding delivery options for faster, hassle-free returns. It included the following extensive features:
- clear return policy guidelines and refund periods that are appropriate for each area
- detailed description for return reasons
- digital return label options for paperless tracking
- a high degree of customisation of processing fees depending on the box sizes of returned items: $25 to $35 to $50 or even up to $200
- flexible delivery methods from local drop-offs to scheduled pick-ups
The back-end aspect of the solution:
The mission for ShopRunBack’s reverse logistics system was to increase total visibility, improve real-time tracking, and reduce the time and cost of customer support call processing.It was primarily facilitated thanks to the Return As A Service digital platform with end-to-end control over the entire return cycle. For Ruggable logistics services, ShopRunBack’s returns management dashboard has provided a complete set of data capturing and analysis tools. Personalisable functions of the back-end logistics enable the Ruggables team to choose which metrics are displayed, set filters, and adjust sorting options corresponding to their unique requirements and workflows. Optimised returns management strategy implemented through this partnership allowed Ruggable to:
- maintain precise traceability of returned shipments,
- extend and digitally advance existing carrier network for faster shipment, consolidated pick-ups and deliveries.
- fast-track day-to-day decisions regarding service level, inbound port, accessorial avoidance, destination selection, etc.
- Improve visibility of global return activities
- control activity by country, product category, and return reason.
- integrate data with the current tools (ERP, WMS, tracking, BI...)
RESULTS
The continued partnership between Raggable and ShopRunBack has made it possible to deploy a centralised returns management strategy that stands to gain the following significant advantages:- increase in transport and warehouse tracking by 25%
- increase in transport and warehouse tracking by 25% 50% reduction in shipping costs with customised transportation solutions
- warehouse processing time is reduced by 40% as a result of improved inventory control and warehouse management software.
- 70% reduction in the customer service contact rate leading to an overall increase in the customer satisfaction rate
