Case Study: Philips reduces returns costs with B2BE RTL

Philips - Customer Case Study

Philips New Zealand faced a significant challenge with the high cost and inefficiency of its reverse logistics process for product returns. The existing system was labor-intensive, prone to errors, and resulted in hundreds of thousands of dollars in annual costs. To address this, they partnered with vendor B2BE to implement its RTL (Round Trip Logistics) solution, a web-based goods return authorisation tool.

B2BE's RTL solution streamlined the returns process by providing an online system for retail staff to obtain instant authorisation, arrange transport, and ensure form accuracy. This dramatically reduced call center requests and staff training needs. The implementation for Philips yielded over $100,000 in annual savings, nearly eliminated GRA processing errors, and led to high user acceptance from retail staff and increased customer satisfaction due to the professional and immediate process.

Philips

Roger Rowley

Operations Manager