EPM Business Case: Returns

Which customers return the most, what do they return, and why?

Bad news...your returned goods are on the rise! You need to quickly get to the root of the problem and identify the source.

EliteSeries EPM analyzes your customers to help you find out who returns the most goods...

...what they're returning the most...

...when they're returning them, and why.

Looks like late deliveries to Leonard's Discount, as well as poor product quality, are costing you the most.

To make sure you get the product out on time to meet the specific time demands of Leonard's Discount, it's now just a matter of adjusting your picking sequences, and double-checking the method of transportation used — the shipping criteria may have been affecting deliveries.

But have the late deliveries affected sales for those items? If so, are you sure Leonard's Discount hasn't found another supplier? It's probably a good time for a customer satisfaction meeting with Leonard's Discount.

It's also time to contact your supplier to discuss the issue of product quality that you've uncovered. Is this a dangerous trend? Should you start to look for alternative suppliers?

Your proactiveness has impressed Leonard's Discount. You've become their sole supplier for all print products, and supply them with other higher-priced margin products as well. Your sales and volume are higher than they've ever been before. Now the only things Leonard's Discount returns are favors.

EliteSeries Enterprise Performance Management — good news for the distribution enterprise.

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