Case Study: Conrad Electronics streamlines returns with parcelLab

Key results

The challenge

Conrad Electronics, a large German multi-channel electronics retailer, faced growing complexity in its returns process. Multiple customer touchpoints risked overcomplicating returns and increasing the man-hours spent resolving queries.

The solution

Conrad implemented parcelLab's self-service returns portal alongside delivery and insights modules, giving customers a streamlined returns experience and identifying which products could be restocked.

The results, in context

Conrad reported a 5x ROI from implementing the returns portal, 6,427 man-hours saved and 200k in year-over-year revenue saved from portal usage. The proactive approach also reduced WISMO inquiries.

Products used