Success Stories Conrad: 5% fewer returns through automation

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

Engage

Retain

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

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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Returns will continue to be received in the future. With the online returns portal we now have a digital and uncomplicated solution with which we know as soon as the parcel is at the counter or with the delivery agent what is coming back and when. We benefit from this, especially in terms of staff planning and we are also faster thanks to automated handling processes.