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5% fewer returns through automation

About Conrad

Conrad Electronic has been synonymous with technology and electronics since 1923 and today, as a sourcing platform, it offers everything needed for the successful procurement of technical supplies.

parcelLab Impact

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Platform Logo Platform

parcelLab Impact

87%

of B2B Customers Use the Returns Portal

90%

of B2C Customers Use the Returns Portal

5%

Annual Reduction in Return Rates

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The Mission

At Conrad, business customers get exactly what they need to make their business a success: A broad and deep assortment with more than nine million product offerings, customer-centric solutions and services, as well as expert support from real people. Conrad Electronics knows that service and innovation are key to gaining customers’ trust. This also applies to returns handling.

The Challenge

In ecommerce, returns are inevitable, and customers seek convenience in the returns process. Conrad previously included return labels in their packages, allowing customers to easily send items back. While this process was convenient for customers, it lacked information on the status and location of the return. From Conrad’s perspective, this analog method had significant disadvantages:

  • Lack of clarity of expected returns and inability to optimally plan for staffing requirements
  • No transparency regarding returns transit times
  • No information about which incoming products cannot be re-stocked as A-class goods
  • No option to post returns automatically
Conrad - Returns communication

The Solution

In 2020, Conrad Electronic adopted parcelLab’s online returns portal, replacing enclosed return labels. Customers now register returns online, receiving a printable label or QR code. Though this requires slightly more effort, customers can track their return status online. The shift to the online portal presents significant advantages for Conrad:

  • Returns transit times and expected returns receipts are transparent at all times
  • The retailer receives early information on which returns can be reused and what needs to be diverted out
  • Returns are more sustainable because there is no need for a return note
  • Returns can be processed faster through automated booking, which saves costs

The Result

Conrad has enhanced the efficiency of returns processing and lowered the returns rate through parcelLab's portal. The automation of postings saves both time and money. Customers can monitor their returns online, enjoying quicker refunds, making the portal beneficial for both Conrad and its customers.

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Learn More About parcelLab's Product Suites

parcellab convert Convert

Provide a predictive delivery date that increases conversions, reduces uncertainty, and improves customer satisfaction.

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engage Engage

Enhance your post-purchase journey with personalized communications that keep customers informed every step of the way.

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retain Retain

Turn potential customer dissatisfaction into an opportunity for revenue retention by digitizing your returns process.

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