Client: Global Electronics Manufacturer

Challenge
The company’s product returns process was causing delays and extra costs. Steps were outdated, information wasn’t consistent, and defects often went unnoticed until late in the process. Customers grew frustrated waiting for solutions, while employees spent valuable time chasing paperwork. Leadership needed a process that was faster, simpler, and more reliable for everyone involved.

Approach

• Re-mapped the returns process and consolidated procedures

• Used KPI analysis to uncover recurring product defects

• Standardized workflows to improve speed and consistency

Impact

• Returns efficiency improved by 53%

• Customers received faster responses and better service

• Costs reduced by cutting down on errors and rework

• Employees had clearer steps and less administrative burden