RMA logistics and improving customer experience
When we talk about “consumer experience”, we are dealing with a series of factors that influence how your contact with the company will be and what advantages can be presented so that your reception is positive and he receives all the necessary support.
In addition to allowing the flow to be agile and facilitated, it is essential that they have access to maximum quality. In this case, the ideal purchase process requires products with long durability and high finishing, which can be affected by a series of conditions such as material quality, production method, transport method and even the way of use.
In these cases, it is not uncommon for customers to demand the exchange of the product, which is guaranteed by law, but places extra demands on companies that need to adapt to the flow. And this is where RMA Logistics comes in.
Understanding RMA Logistics
RMA logistics, or reverse/reverse logistics, works with the exchanges and returns of products sold by a particular company. The acronym refers to the English term “Return Merchandise Authorization” or Return Merchandise Authorization, a document with all the conditions for returning the product to the company.
This return is what refers to reverse logistics, which deals with items that follow a reverse flow of shipment, returning to the company of origin, to their storage location.
In this case, although many companies do not deal with the matter clearly, the exchange of products is a right provided by law and can be treated as a factory warranty, allowing exchanges and returns within 7 days.
Therefore, it is considered that RMA Logistics intermediates the relationship with the customer, favoring the establishment that wants to strengthen this contact. However, for this to be done, it is necessary to have a strategy that defines the direction of the merchandise.
How RMA Logistics works
RMA Logistics exists to coordinate the exchange and return of products in a coordinated and organized manner. For this, it is not uncommon for companies to rely on third-party companies to analyze the items and determine a destination for the returned items.
They must offer a state-of-the-art structure capable of receiving and systematizing the direction of items. They will also be responsible for organizing a team that can analyze the damage to the product and provide quality transport, after all, it is not uncommon for this to be one of the causes of damage.
Outsourced or not, the analysis is carried out considering 4 possible points that cause the exchange or return:
- Wrong delivery address;
- After 3 attempts without finding the recipient on the spot;
- Cancellation of purchase;
- Manufacturing issues.
This is a complex operation that requires strategic coordination of the companies’ internal logistics so that there is an ideal destination and the challenges that the system offers, such as accessible collection points and collective awareness, are overcome.
Why implement RMA Logistics?
Faced with the change in the form of consumption, RMA Logistics enters as a positive alternative to the increasingly striking demands of customers who ask for smooth and streamlined processes. It enables the red tape of returns to be reduced without giving up control.
Consequently, it is possible to strengthen the customer-company relationship while reducing failures that affect the customer experience and lead to lower net profits. For example, RMA Logistics can, from the results obtained in the analysis, point out where more errors occur responsible for the loss of products.
In this way, it reduces investments in product reuse, as there are fewer damaged items reaching the company.
Another reason to implement reverse logistics is to increase trust in the brand. Customers come to understand the company as a complete system, an authority capable of meeting their needs and providing for their rights.
In addition, they also come in line with growth, with concern for the environment and the destination of discarded products on a daily basis. With RMA Logistics, it is possible for a company to organically embrace sustainability, sending returns and products with problems to places that are able to use them.
In fact, many consumers currently opt for companies that clearly specify this process. Gradually, people become more aware of their position in the world and companies have to adapt to maintain their space.
One example is Havaianas, which expanded its internal Reverse Logistics program to reach more consumers. There are now 13 states served by more than 84 well-structured stores.
The project is called reCICLO and provides for proper disposal with destination of products to the recycling cooperative TrashIn. In all, more than 513 families have benefited from the program that transforms discarded Havaianas into rugs, tires and furniture that can return to the consumer market again.
Implementing RMA Logistics in a company can ensure that the entire customer journey is kept under control, offering a complete and positive experience. This allows service to go beyond expectations, maintaining a strong after-sales service and ensuring that public reviews are even better.
But how to keep it organized internally?
Positive Technologies in RMA Logistics
Ensuring that the third-party companies receive the items and direct them to the primary company needs to be followed by the coordination of the inventory. Here, implementing technologies can help.
An Automation System can help control demands and identify the location of products. Free Movement Systems coordinate the movement of boxes without requiring motorization and execution by human hands. On the other hand, Motorized Conveyors use combined modules in categorical and automated transport.
Finally, it is important to indicate the Storage Systems, which coordinate the stock, ordering, facilitating access and control of stored products. Like the Push Backs that, made with steel roller tracks and precision bearings, store items using gravity, which facilitates the removal of products in the LIFO (last in – first out) system.
RMA Logistics is an important addition for companies of any size that want to improve their relationship with consumers by offering a complete experience. To ensure that a company is prepared to implement it, Águia Sistemas offers specialized automation and storage systems, enabling the responsible logistics center to have a routine structured to reality. Discover our products!
(The text above was written with information from the websites logmo.com.br, placelogistics.com, Folhavitoria.com.br, solutudo.com.br, pontonet.com.br, blog.unoerp.com.br and urmobo.com. br)