Spring Global Mail has launched four made-to-measure returns solutions designed to improvebusinesses’ after-sales service to their consumers.
The products – Spring Returns, Spring Repair/Replace, Spring Recall and Spring Recycle – havebespoke qualities to ensure international businesses using the services, alongside their consumers,benefit from a secure, efficient and cost-effective service, the international mail operatorsaid.
The returns solutions are supported by three services levels depending on how fast and visiblethe returns need to be. Economy is the most basic and cost effective option; Insight offers track& trace, whilst Advanced offers a dedicated pick up and express option for high-value goods. The solutions are also supported by a new dedicated website – www.springreverselogistics.com.
“Research shows that good after-sales service has a positive impact on customer satisfaction andcustomer loyalty,” explained Mark Eldridge, Managing Director of Spring’s Reverse Logisticsoperations. “It is vital, therefore, that companies manage their Reverse Logistics as well as theywould all other aspects of their business. By using Spring’s four tailor-made solutions fordiffering returns needs, they can differentiate themselves from their competitors, increaseconsumer loyalty and boost market share by establishing a professional reverse logisticsprocess.”
Spring Returns is a service for distance sellers, such as internet-based retailers, who need tobe able to offer customers an easy mechanism to return recently-purchased products that do not suittheir needs. Spring Repair/Replace takes care of those goods already in use by consumers butwhich need to be repaired or replaced if they break. Spring Recall is a solution designedspecifically for when a business finds it necessary to recall a product for hazardousreasons. Spring Recycle is a solution that businesses can offer their consumers for when theirproducts reach the end of their life-cycle.
“We noticed that our customers were coming to us for various reasons for reverse logistics andit soon became apparent that it was the stage of the product life-cycle that was thedifferentiating factor,” explains Jeroen Weers, Marketing Manager of Spring’s Reverse Logisticsportfolio. “For example, distance sellers, such as internet retailers request a return solution sothat customers can return newly-purchased but now unwanted products either because the product doesnot fit their needs after all, or because the product is classified as a D.O.A. (Dead On Arrival). This is why we have developed the specific Spring Returns product.”
The Spring Repair/ Replace service solution provides businesses with the ability to offer theircustomers a dedicated product returns service should it break and need repairing or replacing oncein use. Similarly, the dedicated product recall solution, Spring Recall, is a bespoke solutionshould businesses be forced to recall a hazardous product already in use by consumers. “Finally,” added Weer, “for the end of use life cycle stage, most of the returns are waste productsthat need some form of recycling or reuse, and this is why Spring has introduced the Spring Recycleproduct.”
