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Case Study

Roller Rabbit proves ROI and delivers an experience that wows with Returnly

Read how Returnly empowers Roller Rabbit to impress customers throughout their entire lifecycle.

The Challenge

Roller Rabbit’s previous returns process was manual, time- and labor-intensive and prevented the team from delivering the outstanding experience they knew their customers deserved. Customer Experience Manager Forrest Francis Gamba recalls: “Before Returnly, we spent at least an hour each day processing returns. No matter how much we accomplished, it was still a huge bottleneck, especially during busy holiday seasons.”

The Solution

A teammate of Gamba’s had used Returnly in a previous role and could quickly identify it as a must-have for Roller Rabbit’s techstack. “As soon as we moved to Shopify, we brought on Returnly and immediately noticed a decrease in ticket volume and increase in CS bandwidth. Most importantly, Returnly finally allowed our customers to exchange without having to reach out to us and use Returnly Credit to find something new even after leaving the returns portal. It is night and day compared to our previous process. Finally having Returnly is a major step forward and a true game changer for us.”

The Solution

The Results

Outcome #1 - A measurable return on investment

Gamba and his team instantly felt the impact of Returnly which was further substantiated by Returnly’s robust suite of analytics. “I consistently report on revenue retained. We knew it was possible, but we couldn’t prove it until bringing on Returnly. Now, we can see how much money Returnly is saving us every time we save a sale by offering Instant Exchanges and Returnly Credit. Over time, we continue to see our exchange rate increase, allowing us to send customers their preferred item and keep more revenue in the business.”

Outcome #2 - Hands-off processing

Eliminating returns from their daily task list means massive time savings, freeing up Gamba to focus on other priorities. “Returnly’s automation is so impactful that we could restructure our CS team since we no longer have to manually process returns. Now, I check in on returns once a week and the rest is automated, saving me a ton of time and frustration, all while improving our customer experience.”

Outcome #3 - An experience that wows

Returnly has also shifted Roller Rabbit’s ability to offer an exceptional customer experience to their shoppers. “Returnly has changed our team’s perspective regarding ways we can really ‘wow’ our customers. Returnly empowers us to impress our customers not only at the point of purchase but throughout their entire lifecycle, earning us a satisfaction score of 89%.”

Conclusion

Not only does Returnly have a measurable impact on Roller Rabbit’s top line, but Gamba’s team also feels the impact of having a partnership they can count on. “It’s really been a pleasure working with the Returnly team. Everyone has been so pleasant, seamlessly worked with other tech partners of ours and provided really proactive support. I can’t express enough how helpful that type of support is to us both throughout the implementation process and long after. I receive emails from Loop hoping that we’ll switch to them, but I tell them we’re having too phenomenal of an experience with Returnly to entertain it.”

  • Brand image

    Industry Apparel, accessories, home goods

    Key Products Instant Exchanges, Returnly Credit

    Website returns.rollerrabbit.com

  • Business Impact

    12% revenue retained by Returnly, 97% automation

Forrrest Francis Gamba, Customer Experience Manager

“We knew retaining revenue through returns was possible, but we couldn’t prove it until bringing on Returnly. Now, we can measure ROI and see we are definitely making more money having invested in Returnly.”

Forrrest Francis Gamba, Customer Experience Manager

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