Case Study: N Brown improves returns visibility and customer experience with ZigZag Digital

N Brown Group expands returns choice with Zigzag Digital across 3,000 carrier lanes

N Brown Group, a leading UK digital retail platform, faced challenges with its outdated returns process. The "label-in-the-box" method provided no visibility into returns data, forced customers to use a single inconvenient carrier, and occasionally led to the misuse of the system. They partnered with ZigZag to gain insights and improve the experience.

The solution implemented by ZigZag included a digital returns portal with extensive carrier options, paperless returns via QR codes, and intelligent routing for drop-ship vendors. The results for N Brown included a significantly improved customer experience, reduced customer service calls, and complete data visibility into returns. The vendor, ZigZag, provided a faster implementation and hands-on account management that helped N Brown exceed its expectations.

N Brown Group