Blue Yonder 将退货转化为 Australia Post 的竞争优势

成功案例

Australia Post

退货管理

Australia Post builds a more connected parcel logistics model with Blue Yonder

上线零售商的满意度得分

从进程发起到启动的小时数

公司案例

Australia Post 是澳大利亚政府所有的一家公司，为全国提供邮政服务。它是一个自筹资金的组织，旨在连接澳大利亚人，为全国超过 1270 万个投递点提供服务。其业务包括国内和国际邮件及包裹递送、邮局网络，以及通过网上商店和零售店销售一系列产品。

业务挑战

进出包裹量的增加给 Australia Post 网络带来了压力。他们需要找到可持续、可扩展的方法来处理不断增长的包裹量。Australia Post 的退货成本很高。他们正在寻找方法让这一流程更具盈利性。随着竞争的加剧，Australia Post 希望通过提供附加值来提高零售客户的忠诚度，并吸引新客户。Australia Post 在澳大利亚各地有大量未得到充分利用的邮局。他们希望增加这些地点的人流量。大量客户服务资源都被用于处理有关退款的来电咨询。

解决方案

Blue Yonder online returns has built a single platform solution that powers a suite of modular products to solve out-of-home delivery and returns challenges globally. By adopting our solution, Australia Post were able to provide a market leading return experience to their retail customers, as an added value service offering.

Blue Yonder online return's fully customisable returns platform addresses some of the key friction points for the consumer in the returns journey; providing an exceptional returns experience for retailers, consumers and carriers. The portal is easily integrated with all retailers’ systems either via an API or a plugin to the major ecommerce platforms. This meant that 85% of Australia Post’s retail partners adopted the portal. The portal allowed Australia Post to better manage the flow of returns. They could consolidate returns at drop off locations and plan routing more efficiently. The portal gave consumers a digital returns journey which removed the need to print a label. The electronic returns receipt could be taken to one of Australia Posts locations, driving footfall into store. The portal gave consumers access to tracking updates and refund status, alleviating the need to call Australia Post’s call centre.

“We chose to partner with Blue Yonder online returns because we consider them experts in pick-up & drop-off, and it’s really important for us that we do work with the best-in-class from around the world.”

Australia Post 首席执行官

The Blue Yonder online returns difference

澳大利亚的电子商务增长迅速，消费支出同比增长了24%。亚马逊近期进入了澳大利亚市场，这进一步加剧了消费向网购的转变。电子商务的发展也催生了一些新兴的物流竞争对手品牌，导致市场碎片化，使澳大利亚邮政的业务量减少。澳大利亚的零售商明白，退货是推动电子商务增长的核心环节。过去，商家往往会把退货流程设置得尽可能复杂，以劝阻消费者退货；而现在，重点则转向了提供简单清晰的退货服务，以此来提高客户忠诚度和促进复购。

Our returns solution was the right choice for Australia Post for several reasons. Global Expertise: Blue Yonder online returns works with some of the biggest carriers in the world and are able to take global expertise and apply it to local carrier challenges. Partnering with Blue Yonder online returns meant Australia Post accessed a product that benefits from ongoing research, development and innovation through Blue Yonder online return’s team of global experts. Speed to market: With out-of-the-box integrations, Blue Yonder online return's portal can be deployed in just two weeks. There’s no need for long and costly internal development. Low-risk commercial model: Blue Yonder online return's commercial model is based on a per parcel fee structure. This limits risk for the carrier and focuses on the shared goal of driving retailer adoption and parcel volume. Flexible digital experience: Australia Post wanted to be able to offer a market leading digital experience to retailers and consumers. Blue Yonder online return's fully customisable merchant portal and seamless and stress-free consumer journey gave them confidence that they could stand out in this space vs competitors.

商家门户
商家/零售商可以通过管理员身份访问门户网站，为其消费者配置商品，包括原因代码、品牌和支付选项。

承运商管理平台
承运商可以管理整个门户，包括批准或拒绝零售商申请、入驻和零售商报告。

消费者门户
消费者可以访问完全品牌化（无论是承运商还是商家品牌）的门户网站，预订退货、提供商品详情、选择换货，并选择退货方式或地点。