We have the answer to your product returns challenges
Case studies
All our clients have unique returns challenges and requirements.
Here are a few examples of the custom solutions we have created
Drone On: How we enabled Parrot products to return to the skies
Parrot, a leading drone OEM at the forefront of the “drone revolution”, had been growing at a rapid pace and at the point did not have a solution to handle their returns …
View Case StudyDrone On: How we enabled Parrot products to return to the skies
Parrot, a leading drone OEM at the forefront of the “drone revolution”, had been growing at a rapid pace and at the point did not have a solution to handle their returns. Many of these returns were simply cosmetic and began piling up at their 3PL to the point where it was taking up a very large footprint, costing the company a great deal in handling and managing costs. Though Parrot had long considered various options on how to test, refurbish and repair their customer returns, they did not have the resources and experience to do this in-house. A further challenge was the lack of a clear market in which to resell the refurbished products. Prior to connecting with us, they had contracted an outside service provider to test several thousand units, but this turned out to be costly at every stage. The testing quality was lacking, and there was no clear market re-entry strategy, which resulted in subpar products entering the market, eroding the price and brand perception significantly. With such heavy losses being incurred, Parrot was ready to implement a “recycle all returns” policy, without attempting to recoup any value. Parrot contacted us, and that same day our team hopped on a plane and met with them to truly understand their operations and challenges. In less than 4 weeks, we implemented a process that allowed us to completely manage the logistics of their return process from end to end. Rather than being sent to a 3PL, returns were routed directly from retail to our facility. We collaborated with the manufacturer to put together a detailed test process for the full product line, product re-flash and data wipe, and designed customer refurbished packaging with the manufacturers' approval. A revenue share program was set up with the manufacturer, which provided Parrot with full visibility on how the products where sold, through which channels, and the product price point. A returns process which, prior to choosing Windsor, had operated at a tremendous cost, was now producing close to $10M in revenue per year. Windsor has been a critical resource to the manufacturer and regularly communicate with the quality team on issues discovered during testing, as well as feedback that we get from downstream customers. To date, we’ve expanded the program to cover returns from other international hubs around the world.
xPhilips: Smart Solutions for Smart Home Company
By the time they contacted Windsor, Philips, an IOT (Internet of things) /smart home company with rapidly expanding sales and a growing volume of returns …
View Case StudyPhilips: Smart Solutions for Smart Home Company
By the time they contacted Windsor, Philips, an IOT (Internet of things)/smart home company with rapidly expanding sales and a growing volume of returns, had invested a lot of money in R&D and marketing to ensure the resale of their returns wouldn’t negatively impact their retail value. Although the company had a partner resale program, they had no control over how their products were tested, packaged, and resold. Without a clear price structure, Philips did not believe it was getting fair value for their products. Windsor worked closely with Philips to understand these unique challenges, and designed a solution that allowed for a consistent stream of income without impacting their primary market. We created a test process for all products, using dedicated equipment that inspected all vital features and subsequently tracked the testing results. We then collaborated on a custom packaging design for their refurbished products, while also implementing a structured cost framework and a compressive redistribution strategy to provide a clear understanding around product value within the distribution chain. Thrilled with the results, Philips has expanded their program to include returns from the international market around the world and is currently working with Windsor to leverage additional services to help manage ecommerce initiatives.
xCleared for Clearing: How Windsor helped a major US retailer clear over $60M in inventory within 72 hours
A major US electronics retailer was looking to liquidate $60M in inventory, consisting of several thousand unique SKUs from their stores. The retailer was under a lot of pressure …
View Case StudyCleared for Clearing: How Windsor helped a major US retailer clear over $60M in inventory within 72 hours
A major US electronics retailer was looking to liquidate $60M in inventory, consisting of several thousand unique SKUs from their stores. The retailer was under a lot of pressure to get the inventory evaluated and moving rapidly, with the ultimate goal of having a bid finalized in under 72 hours and the goods moved immediately. Windsor analyzed the inventory and current market value for the entire inventory, utilizing our proprietary data tools, and submitted a multimillion dollar bid well within the 72-hour timeframe. Upon winning the bid, we worked closely with the retailer to create an efficient logistical operation, wherein the goods could ship from over 3000 individual locations directly to our facility. Windsor allocated close to 100,000 sq. feet for the inbound receiving, sorting, and resale operation - a delivery consisting of over 220 trailer loads! Each product was loaded into our ERP with a targeted, predetermined path for redistribution. The retailer was provided with a detailed count of the units received from each location and we communicated closely with the retailer throughout the process to ensure that all the inventory was picked, shipped, and received at our facility. The project was a great success and allowed the retailer to cycle through a great deal of aging inventory to make room for new current goods.
xFeed the feedback: How Windsor’s cutting-edge analytics helped the bottom line soar
Windsor helped a cutting-edge brand in the smart home industry going through rapid sales growth internationally. Our client was looking for a solution that would enable them to get detailed analytics on their returns …
View Case StudyFeed the feedback: How Windsor’s cutting-edge analytics helped the bottom line soar
Windsor helped a cutting-edge brand in the smart home industry going through rapid sales growth internationally. Our client was looking for a solution that would enable them to get detailed analytics on their returns. This information was critical, as it would help with design improvements, app interface, and other elements of the user experience going forward. Additionally, the company was looking to utilize their tested returned products for warranty replacements, tradeshow demos, and resale into targeted markets in order to introduce the products to a broader consumer base. Windsor worked closely with the client, developing testing procedures and utilizing proprietary software tools in order to gather vital information from returns as soon as they are returned. The data was regularly analyzed in order to identify key areas of improvement. We’ve since assisted the company in setting up a warranty replacement program for warranty replacements and Windsor-fulfilled warranty claims, all directly from our facility. Under this arrangement, all products running through the Windsor facility are data-wiped and updated to the latest available software version. As their products became more mature in the market, and the company was ready to have refurbished units sold, Windsor began a target marketing and redistribution strategy. This provided strong returns back to the company, and most of all kept the brand value in primary markets clean. As an added service, the Windsor customer service team closely tracks feedback from ecommerce customers and provides that vital feedback back to the company.
xContact one of our specialists
We know the product returns process and its challenges inside out, we know all the pain points and we are ready to create a custom strategy that fits your brand and specific needs.
