Fixing the reverse logistics process

Manufacturers are having trouble applying technology to reverse-logistics processes, but if they did, they’d substantially lower the price of handling returned goods. A recent MBT survey finds widespread ambivalence among manufacturing management about the returns-management process. It’s underscored by the fact that 81 percent of survey respondents list phone, fax, email—even regular mail—as the primary means of interacting with customers on returns. There’s a better way, and it’s found in online mechanisms that allow customers to initiate requests for returns. Automating the returns process will lead to cost reductions, enhanced customer service, process efficiency gains, and employee empowerment for better decision-making. It’s time to think about automating your returns-management processes. This white paper tells you how.