Project Description

Customer Overview:

A leading premium fashion brand, targeting high-end customers, faced operational inefficiencies and challenges in managing their returns, exchanges, and overall fulfilment process. Their primary need was to streamline these processes while enhancing customer experience, ensuring accurate stock management, and driving faster turnaround times.

Key Challenges:

1. Managing Returns & Exchanges: As a premium brand, ensuring a smooth and satisfying return/exchange process was essential for maintaining customer loyalty and trust. Delays in handling exchanges or returns led to customer dissatisfaction.

For Returns:

  • The previous system lacked the ability to quickly process refunds based on quality checks of returned items. Customers were left waiting too long for their refunds.

For Exchanges:

  • The brand was unable to reserve and release new items at the right time, leading to either unnecessary delays or delivery of new items without the old ones being picked up.
  • Customers received incomplete tracking information, causing frustration.

2. Multiple Tech Partners:

The brand was using different tech partners for OMS (Order Management), WMS (Warehouse Management), and last-mile delivery, resulting in:

  • Communication gaps
  • Delays in operations
  • Higher operational costs

3. Cost & Control:

  • Managing multiple vendors increased technology costs.
  • The use of different vendors diluted control and accountability, causing longer turnaround times for issue resolution.

Solution:

Holisol designed a customized WMS (Warehouse Management System) to address the challenges faced by the brand. The solution was created in collaboration with the customer and scaled to support future growth.

Key Features Implemented:

  • Integrated OMS and WMS: A single platform managing order fulfillment, inventory, and logistics, eliminating the need for multiple tech partners.
  • New Feature – Exchange Management: Holisol’s WMS introduced a dedicated exchange management system, ensuring that new items were reserved and released only when the returned items were picked up, preventing stock shortages and optimizing the exchange process.
  • Real-time Notifications: The system provided full visibility of orders, returns, and exchanges through real-time notifications at every milestone (see key milestone notifications below).
  • Cost Reduction: The brand significantly reduced its technology costs by consolidating fulfillment and logistics management into a single, integrated platform with Holisol.

 Key Milestone Notifications:

  • Confirmed
  • Packed
  • Shipped
  • Out for delivery
  • Delivered
  • In transit
  • Rescheduled
  • Cancelled
  • Return Pick Scheduled
  • Out For Pick up
  • QC Approved OF Return Pick up
  • Return Request Approved/Cancelled

Results and Impact:

  • 200% Increase in Orders: Optimized processes allowed the brand to handle higher volumes efficiently without compromising quality or speed.
  • 100% Inventory Accuracy: The unified system ensured seamless inventory management across multiple channels, preventing errors, stockouts, or overstocks.
  • Faster Exchanges and Returns: The customized exchange management system improved both returns and exchanges, leading to significantly higher customer satisfaction.
  • Cost Savings: Reduced costs by eliminating the need for multiple tech partners and using a unified system.
  • Seamless Fulfilment: Operational efficiency was improved by consolidating all fulfilment processes, reducing manual coordination, and cutting down turnaround times (TAT) for issue resolution.

Key Benefits for the Brand:

  • Unified View: A single platform offered visibility of all orders and stock across multiple sales channels.
  • Seamless Integration: The integration of OMS, WMS, and last-mile logistics on one platform ensured end-to-end efficiency.
  • Enhanced Visibility: The brand achieved 100% visibility into order fulfilment and inventory cycle counts.
  • Improved Performance: Customer satisfaction and overall performance significantly improved, driving both loyalty and repeat purchases.

Conclusion:

By leveraging Holisol’s customized WMS, the premium fashion brand drastically improved its operational efficiency, streamlined its returns and exchange process, and enhanced customer satisfaction with real-time updates and seamless fulfilment.

Interested in transforming your supply chain operations?
Connect with Gautam Kumar at [email protected] to learn how Holisol can help optimize your business.