Improving the Quality of Service and Customer Satisfaction by Optimizing the After-Sales Service Flows of a Home Equipment Retailer

Overview

Our client, a home equipment retailing brand, wants to improve its quality of service for business clients by optimizing its after-sales service flows. KEPLER offers a diagnosis of its physical and information flows in order to define the target operating modes for the return flow.

Context

3 years old brand retailing 15,000 products to business clients and achieving 45M€ in turnover
Complex logistics flows including freight, courier, direct or pick-up point delivery
Return flows that are increasingly complex and voluminous to manage, generating significant stock discrepancies (€1.3M discrepancy for N-1)

Objectives

Category: Optimizing Full Costs

Defining the target process and the tools associated with the return flow

The assessment enabled to quickly highlight the multiplicity and diversity of the media used to process return flows. Beyond the waste related to processing and media redundancy, this disorganization did not make it possible to capture and capitalize on quality information, valuable to our client. Once the target processes had been defined, we supported the client in the facilitation and management of its performance.

COMPLETE VERSION

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Supply Chain Referents

Lysiane Bessonnet

Director

Lysiane graduated from Audencia Business School, and holds a CSCP certification from APICS. She started her career in consulting as Procurement and Supply-Chain specialist. She joined…

Lysiane Bessonnet

Lysiane Bessonnet

Director

Lysiane graduated from Audencia Business School, and holds a CSCP certification from APICS. She started her career in consulting as Procurement and Supply-Chain specialist. She joined KEPLER in 2009 where she became leader of the Supply-Chain practice. She specializes in the Consumer Goods, Manufacturing and Distribution sectors.
Yannig Le Roux

Director

Engineer with a degree from Mines Paris – PSL and certified CSCP by APICS, Yannig Le Roux has over 18 years’ experience in the FMCG industry, where he occupied operational…

Yannig Le Roux

Yannig Le Roux

Director

Engineer with a degree from Mines Paris – PSL and certified CSCP by APICS, Yannig Le Roux has over 18 years’ experience in the FMCG industry, where he occupied operational positions in Production, Procurement and Product Development before moving into consulting and joining KEPLER in 2019. Yannig has a 360° vision of industrial challenges, and is involved in global diagnostics and transformation plans, as well as in missions more focused on his areas of expertise.