Conrad saves 6,000+ man-hours with self-service returns

About the brand

Based in Germany, Conrad Electronics, the family-founded multinational is one of Europe’s leading multi-channel retailers of technology and electronics. Founded in 1923, the organization remains a trusted sourcing platform and in 2017 launched its B2B Marketplace, empowering fellow businesses, and in 2020, introduced its sourcing platform to make procurement of technology even more seamless for retailers. 

“Returns are a core part of any shopping experience. It’s less a question of ‘if’ and more ‘when’. Here at Conrad, we want to offer the most seamless post-purchase, so our customers know every step of their experience matters. Now, with the online returns portal, we have an uncomplicated solution that informs both our teams and customers of a parcel’s delivery status. This information makes us better at resolving queries, saves on time and builds customer trust and loyalty over time”  

Silvio Heider

Business Expert Project & Digital Process Management at Conrad

Making returns intuitive

With multiple complex and specialized branches, the company wanted to reduce WISMO while offering autonomy to its customers and in-house experience teams. With a company of this size, streamlining was imperative as various customer touchpoints increased the risk of overcomplicating the returns process and an increase in the manhours spent resolving queries. Conrad understood that time saved is a driver to a world-class post-purchase experience for its customers and staff alike. As part of this mission, Conrad Electric chose parcelLab as the platform to make it happen. Delivering a best-in-class customer experience from start to finishWyze knows happy customers are loyal customers. That’s why they chose parcelLab to take their post-purchase and returns experience to the next level. parcelLab took the time to understand Wyze’s unique needs and seamlessly integrated with their existing tech stack. This future-proof approach ensures Wyze can continue to deliver a best-in-class experience as their business grows.

Here’s how parcelLab empowers Conrad to delight their customers

• Faster, more transparent returns: With parcelLab’s online returns portal, customers can easily register returns and track their status – all in real time. Conrad Electronics further advances its post-purchase with early visibility into incoming returns. Now, with the additional ability of identifying which products are being restocked and which require alternative processing, this proactive approach further speeds up return handling, reduces WISMO and optimizes revenue.
• Enhance sustainability as a driver: Sustainability continues to grow as an expectation that shoppers expect retailers to prioritize. By replacing pre-printed return labels with an online registration system, Conrad aligns with this growing concern by significantly cutting down on paper waste and unnecessary shipments. Customers receive a printable label or QR code only when needed, further reducing the environmental impact all while still offering them an intuitive and seamless experience.
• World-class customer experience: The automation returns portal makes refunds quicker and easier to achieve. With greater transparency and efficiency, customers are offered peace of mind and repay it with repeat purchases; all while Conrad fields less WISMO inquiries leaving staff freer to further enhance the shopping experience.

“A core tenant at parcelLab is helping brands to create customers for life. Customers want to be able to trust that when they need something returned the process is as slick and easy as the purchase. They want to know you care after checkout. This is also important to Conrad and working with them we have been able to craft a returns process that is not only easy but offer peace of mind – this leads to happy customers; and that’s a marker of success for us.”

Pieter Griebe

Customer Success Manager at parcelLab