Customer Experience – The New Driver for Optimizing Reverse Logistics Operations

As organizations look beyond streamlining reverse logistics operations to improve revenue and margins, customer experience has emerged as the primary driver of future gains.

The importance of efficiency across the return, repair, refurbishment, and disposal of new and used products have long been an important area of focus for durable goods manufacturers. However, internal-facing initiatives designed to cut costs and streamline operations are no longer enough.

To thrive in today’s marketplace, organizations need to examine how customer-facing activities impact their ability to scale and grow reverse logistics supply chain operations. This whitepaper examines three key drivers of this refocused effort on reverse logistics:

1. The Benefits of a Circular Business Economy:

Optimizing customer-facing activities within the reverse logistics supply chain helps organizations meet their commitments to the environment and sustainability while improving cycle times and reducing inventory holding levels and turns.

2. The Challenges of Existing Infrastructure:

Many legacy ERP and supply chain management solutions comprise disparate applications that lack the business logic and process flow required to provide critical feature-functionality, robust reporting, and analytic capabilities.

3. How Depot Repair Management Strengthens CX:

As a primary service offering during the warranty and extended warranty period, depot repair is a key touchpoint in the customer experience—and an essential target for optimization.

Syncron Depot Repair Management

Syncron Depot Repair Management (DRM) solution enables RLSC stakeholders to streamline and automate the end-to-end repair process from initiating a customer service request to delivering the repaired product back to the customer. With Syncron, DRM, RLSC stakeholders can improve CX, reduce churn, and increase profitability by fixing inefficient processes at centralized repair depots.