The Neiman Marcus call center has seen a reduction in calls from consumers with questions about returns, and the calls that do come in have shortened because service representatives often merely direct customers to the return label with their box. Since Neiman Marcus Direct went fully operational with SmartLabel, 90% of customers who've used the service have given it positive ratings.
Greg Shields, sr. vice president distribution, Neiman Marcus
Newgistics' SmartLabel® is an intelligent returns service and the most convenient way for your customers to return merchandise. Pre-paid pre-addressed return labels, millions of access points and intelligent barcodes combine to improve your company's returns visibility and profitability. Building on Newgistics' philosophy of treating returns as customers not boxes, SmartLabel® provides the information links vital to both your company and its customers; ensuring that your return process is smooth and efficient.
Shortly after your customer mails a return, Newgistics intercepts the SmartLabel® package from the nearest local United States Postal Service™. Customer data is scanned off the SmartLabel® barcode and sent directly to your company via Newgistics' proprietary Advanced Return Notification SM (ARN) framework, alerting you to the return. Because SmartLabel® is integrated with CRM systems, your company's call center associates can proactively address your customer's' specific exchange or credit needs, therefore preempting and eliminating additional inquiries. Additionally, Newgistics can send personalized emails or postcards to your customers, on our behalf or yours, quickly assuring them their return has been received and processed.
By achieving returns visibility at the earliest stage, your company's operations team can schedule customized deliveries, better schedule associates, and reduce spikes in the workload. After each package is scanned, it is aggregated with other packages, palletized, and shipped directly back to the location you specify. Our aggregation service reduces the number of times return packages are handled and eliminates many of the postal processing facilities en route, dramatically decreasing your cycle time. Our returns process also significantly reduces "trunk-time," the amount of time your product stays with your customers due to procrastination, giving your company the opportunity to place the item back into stock quickly for resale or refurbishing.