Boden chooses CollectPlus for customer returns

Posted on 11/07/2011 by Marketing

From today, Boden customers will be able to return items via the Collect + network of 3,800 local stores.

This follows a successful trial in which Boden customers were offered the service by means of a CollectPlus leaflet enclosed in their parcels containing simple instructions and a convenient self-adhesive label. This approach, requiring no IT integration or stationery changes, enabled a rapid uptake of the service.

To make it as simple as possible to find the nearest CollectPlus store, which are all found within the PayPoint network, Boden customers were also among the first to be offered the chance to use the new CollectPlus SMS store locator, as well as the standard online store search. By simply texting their postcode, customers received a reply giving the address of their nearest store and also a link for smartphone users to search for more. With the CollectPlus objective to make returns to retailers as easy as possible, this new service allowed the returns process to be kept “on the kitchen table”, without the need for a PC.

As a result of these initiatives, uptake of the CollectPlus service was swift amongst Boden’s customers, within weeks accounting for 20% of all Boden’s free returns volume.

The partnership has also delivered operational benefits, as the fully tracked nature of the CollectPlus service means that Collect + advises Boden daily on the number of parcels that have been returned via CollectPlus stores enabling the retailer to plan accordingly. With the average CollectPlus return taking less than three days, Boden can restock quickly and give customers faster refunds, thereby engendering greater brand loyalty.

Chris Potter from Boden commented; “This has been the least painful new carrier introduction we have ever undertaken and feedback from customers has been overwhelmingly positive. The convenience of return locations near to home, work or travel that are open early until late is a particular benefit to our customers. CollectPlus has further bolstered Boden’s reputation for outstanding customer service.”

Mark Lewis, CEO of CollectPlus, was positive in his praise for the partnership, commenting; “There are few retailers with customers as loyal as Boden’s, and we’ve been very pleased to find that these customers have become just as loyal to CollectPlus since the service first became available. We’re very proud to have been selected as the standard service for returns and hope that our excellent relationship with Boden and its customers will continue to progress.”

Posted in Press releases