Case Study: Leading Global Return Policy Retailing Company reduces product returns with Alorica

Leading Global Return Policy Retailing Company - Customer Case Study

Leading Global Return Policy Retailing Company, a leading global retailer known for its best-in-class return policy, faced a costly problem with high-end electronics returns. To reduce returns without hurting member satisfaction, the company partnered with Alorica to build a new technical support program that could support electronics purchases, OEM partners, and both front- and back-office operations.

Alorica created a white-glove support model using its custom CRM solution, with trained technical experts, Service Readiness Agents, and certified OEM credentials to deliver Tier 1 to Tier 3 support, repairs, and dispatch services. The program increased member satisfaction and loyalty, reduced product returns by 20% overall and up to 40% on some product lines, and supported 65+ OEM partnerships.