Pitney Bowes > Case Studies > Improving Returns Processing and Customer Experience: A Case Study of Tobi

Improving Returns Processing and Customer Experience: A Case Study of Tobi

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 Improving Returns Processing and Customer Experience: A Case Study of Tobi - IoT ONE Case Study
Technology Category
  • Sensors - Haptic Sensors
Applicable Industries
  • Transportation
Applicable Functions
  • Logistics & Transportation
  • Sales & Marketing
Use Cases
  • Public Transportation Management
  • Supply Chain Visibility
The Challenge
Tobi, an international fast-fashion online retail destination, struggled with controlling the costs of offering free returns and providing visibility into tracking packages for customers.
The Customer
About The Customer
Tobi is an international fast-fashion online retail destination serving young women in over 100 countries worldwide. They have a commitment to bringing customers the trendiest fashions fast from their warehouse to their customers’ doorstep.
The Solution
Tobi engaged Pitney Bowes to implement a solution that allowed customers to download and print a SmartLabel® from the Shipment Manager™ portal, improving visibility and control over return costs. Pitney Bowes also implemented the Transit Trigger® program, sending automated emails with tracking information to customers.
Quantitative Benefit
  • The solution provided improved visibility for customers, resulting in a better overall experience. It also created additional touch points with customers through branded reminder emails, delivering better customer care and additional marketing opportunities.
  • 15% reduction of inbound calls related to returns

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