English visitor

The English version of this website is currently under construction. For information about our activities you can contact us at:

Email: info@servicebureau.nl
Telephone: +31 40 290 51 00

Thanks for your understanding.

Bart Jansen
Director

English visitor

The English version of this website is currently under construction. For information about our activities you can contact us at:

Email: info@servicebureau.nl
Telephone: +31 40 290 51 00

Thanks for your understanding.

Bart Jansen
Director

Are your reverse logistics or return logistics properly organised?

Your logistics are organised perfectly well. The question is how is your reverse logistics going? How do you organise this properly? Below you will find a list of the most important questions.

Arranging reverse logistics or return logistics: the 8 most important points to focus on

It goes without saying that you have properly arranged your products-related logistics via the website, your own warehouse, an external warehouse and perhaps even via your own transport service or drivers. Your products are delivered throughout the country and perhaps even beyond its borders. The question is, what procedures have put in place to cope if there is something wrong with the product? Something may well go wrong with the product delivery. Alternatively the wrong product may be delivered. We present the most important questions which you can use to check whether you have everything covered.

  1. Is the customer able to return the products?
  2. How should the customer do that?
  3. How do you inform the customer about this?
  4. What else does the return service consist of? Examples are communication to the customer or the people involved internally, registering the returns, etc. etc.
  5. Will a new product to be sent to the customer, and when?
  6. How should a wrong product, or a wrongly delivered product, be returned to you?
  7. If the product was defective, are you going to repair it?
  8. What about the guarantee?

By answering these questions you will be able to draw up and evaluate your return logistics procedures.

Increase profit through good reverse logistics

The way in which your company arranges reverse logistics of reversed logistics is dependent on the service levels that you apply and the price of the product. It may, of course, be the case that recalling the article, and perhaps preparing it, costs more money than simply sending a replacement product. Arranging a proper process on all fronts will lead to an increase in your profit.

It is important to evaluate your reverse logistics procedure continuously. Imagine a situation of increasing purchase or raw materials prices. It may then be smart to assess whether recalling and repairing a product is not a better solution than throwing it away and sending out a new product. (It may even benefit your positioning as a company with an eye for socially responsible business.) Environmental regulations may also be amended, meaning that your return logistics will have to be reassessed yet again. (Given your positioning as regards corporate social responsibility, if the product has to be destroyed you, of course, will do so in an environmentally-friendly way.)

Reverse logistics and the recall

We talk about reverse logistics if articles are circulated that may have something wrong with them. You will then be keen to recall those articles in order to check them. You would then have to set up and execute a large-scale campaign during which you will want to avoid any negative consequences over a certain period of time. Naturally, you will also want to protect your image while doing so. If possible you will want to repair the returned products so that they regain their value, or you may want to use them as special offer articles.

A properly structured reverse logistics procedure can have a positive effect on your customer retention and contribute in a positive way to your reliability, despite the product being faulty which, in itself, implies a bad news message. If all procedures relating to the ‘bad news message’ are properly identified, you will also be able to work on your positive image. You should never forget to organise the reverse logistics properly and to check their effect, just as you do for your distribution and other logistical processes. Streamline these processes and contact moments in a way that does not inconvenience the customer, nor cause any delay within your company.

Reverse logistics activities: should you do them yourself or outsource them?

It is possible to outsource these activities to different parties. SBJ arranges the reverse logistics for various large organisations without your customers being aware that you do not manage this process yourself. All the activities are, in fact, carried out entirely in accordance with your own contact policy and wishes. SBJ has its own repairs service, transport service and customer service which can take over the customer contact tasks and arrange the returns. These are all aspects which you do not have to organise yourself. Of course, SBJ can also take responsibility for smaller elements of the process, or assess how your reverse logistics can perhaps be improved. If you would like to find out more, please make an appointment for an informal discussion of the possibilities with Mariëlle Jansen. She will help you discover how you can adapt quickly to any changing situations. Please telephone +31 (0)40-290 51 00 or mail to Mariëlle

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