Blue Yonder 將退貨轉化為澳洲郵政的競爭優勢

成功案例

澳洲郵政

退貨管理

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

在營業零售商中的滿意度評分

從流程啟動到發布僅需數小時

公司

澳洲郵政是由澳洲聯邦政府擁有的公司，提供全國各地的郵政相關服務。這是一個自籌資金的組織，旨在串連澳洲人民使用旗下郵政服務，並在全國提供超過 1270 萬個投遞地點。其營運業務內容包括國內與國際的郵件及包裹配送、郵局網絡，以及透過其線上商店與零售店代售的豐富產品。

企業挑戰

寄出與寄入包裹量的增加對澳洲郵政網絡造成了壓力。它們需要找到可持續且可擴展的方式，來因應不斷增加的包裹量。退貨機制對於澳洲郵政而言成本高昂，因此它們正設法尋找能提高退貨流程獲利能力的方法。由於競爭日趨激烈，澳洲郵政希望提供附加價值來提高零售客戶的忠誠度，同時吸引新客戶進駐。澳洲郵政在全國各地擁有大量的實體郵局，但這些服務據點的使用率並不高。它們希望為這些服務據點帶來更多的客流量，但大量的客戶服務資源經常用於處理與退款相關的查詢。

解決方案

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.”

–澳洲郵政執行長

The Blue Yonder online returns difference

澳洲的電子商務成長正迅速增長，年度消費金額較去年同期增長 24%。隨著 Amazon 近期進入市場，更加劇了消費者轉向線上購物的趨勢。電子商務的成長同時也帶來了新的承運商挑戰品牌，導致市場碎片化，並搶占了澳洲郵政的部分業務量。澳洲零售商深知，退貨服務是掌握電子商務成長的關鍵環節。過去，商家傾向於讓退貨流程盡可能複雜，以勸退消費者辦理退貨；如今，商家則注重簡單清楚的退貨流程，以提高顧客的忠誠度及回購率。

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.

商家入口網站
商家/零售商可以透過管理層級存取入口網站為消費者配置品項，包括原因代碼、品牌與付款選項。

承運商管理平台
承運商可以管理整個入口網站，包括核准或拒絕零售商申請、執行上線流程，以及檢視零售商報告。

消費者入口網站
消費者可存取完全品牌化（承運商或商家品牌皆可）的入口網站，包括預約退貨、提供品項的詳細資料、選擇換貨，並挑選退貨方式/地點。