Pitney Bowes > Case Studies > Tobi Brings a California Style to Customers Worldwide

Tobi Brings a California Style to Customers Worldwide

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 Tobi Brings a California Style to Customers Worldwide  - IoT ONE Case Study
Technology Category
  • Functional Applications - Inventory Management Systems
Applicable Industries
  • Retail
Applicable Functions
  • Business Operation
Use Cases
  • Inventory Management
  • Supply Chain Visibility
  • Data Science Services
  • System Integration
The Challenge

Tobi’s limited order tracking abilities prompted frequent customer inquiries, many of them about returns. This lack of clarity around the returns process left customers wondering when they would receive a refund or replacement item, creating a negative customer experience.

The Tobi team also struggled with the lack of visibility when expediting customer queries.

The Customer
About The Customer

Tobi is an international fast-fashion online retail destination serving young women in over 100 countries worldwide.

Tobi has delivered West Coast style and laid-back attitude to over 1.5 million Tobi customers since 2007.

The company is committed to bringing customers the trendiest fashions fast from their warehouse to their customers’ doorstep.

The Solution

As a growing online retailer, Tobi prided itself on its commitment to its customers but needed to find a way to control its escalating return costs. They engaged Pitney Bowes, who implemented a solution for customers to download and print a SmartLabel® from the newly introduced Shipment Manager portal, put it on their return and drop it in the mail at home, at work, or at any U.S. Post Office.

Next, Pitney Bowes helped Tobi implement its Transit Trigger program, which sends automated emails containing tracking information to customers upon the first scan of the SmartLabel. 

Along with improved visibility on the customer side, the Shipment Manager portal allows the Tobi customer service team to track in-transit returns and gives them the ability to easily generate reports.

Operational Impact
  • [Efficiency Improvement - Customer Service]
    • Branded reminder emails create another touch point with the customer, delivering better customer care and additional marketing opportunities.
    • Improved visibility helps customer service more easily assist customers during the returns process and creates a better overall experience.
  • [Efficiency Improvement - Logistics]

    Improved inventory planning to expedite returns to re-sale

Quantitative Benefit
  • 10% reduction in the cost of returns packages


  • 15% reduction of inbound calls related to returns

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