Mark Wahlberg's MUNICIPAL retains 43% returns revenue with Returnly
Read how MUNICIPAL optimizes for customer retention over acquisition with Returnly data.
The Challenge
Prior to Returnly, MUNICIPAL’s returns and exchanges were received and processed through a 3PL. But the documentation and tracking process was so manual that it involved handwritten authorization forms and relied on the customer to provide details such as product codes and return reasons, which were often missing. The MUNICIPAL team set out to find a way to better serve their customers and eliminate their existing manual returns process.
The Solution
Customer Experience Specialist Anna Schrag knew relying so heavily on customers for a streamlined returns flow wasn’t an ideal approach and left margin for error. Schrag recalls: “Automating returns was a natural next step. Customers were frequently requesting exchanges, but we couldn’t determine how to best manage them on our own. The ease of Returnly software running exchanges on our behalf sealed the deal.”
The Results
Outcome #1 - High customer retention
Schrag and her team turn to Returnly’s satisfaction survey results to understand customer sentiment and hear what customers are looking for. “CSAT is important to us because our customers are so valuable, especially right now when the cost of customer acquisition is really high. Whatever we can do to retain a customer is what we focus on.” Armed with these insights, MUNICIPAL goes the extra mile for first time returners and loyalists alike, earning them a 95% CSAT score.
"We also keep an eye on our return versus exchange rate in our Analytics Dashboard. We want to encourage customers to exchange rather than return so we can retain that customer rather than acquire a new one. We have ‘power users’ that are really loyal to the brand. Returnly insights help us keep tabs on these shoppers, keep them happy and coming back to shop again.”
Outcome #2 - Attributable customer insights
The MUNICIPAL team takes both customer sentiment and insights seriously - adjusting for their customer preferences and needs. “With Returnly, we have clarity into why items are coming back. Return reasons are readily available and help us make informed adjustments to our product lines.”
Outcome #3 - Instant shipping with zero risk
Schrag and her team use Returnly to confidently protect their bottom line and their customers. “Not only does Returnly weed out risky returners without us ever having to lift a finger or manually cross check, but it also sends reminders to customers who forgot to ship their return or exchange. Both of these features help us minimize risk and eliminate time-consuming manual follow up.”
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Industry Apparel
Key Products Instant Exchanges, Returnly Credit
Website returns.municipal.com
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Business Impact
43% revenue retained by Returnly, 95% automation, 95% returns CSAT
“Returnly weeds out risky returners without us having to lift a finger and sends reminders to those who forgot to ship their return or exchange. Both of these features help us minimize risk and eliminate time-consuming manual follow up.”
Anna Schrag, Customer Experience Specialist