Customer self-service for EMP - dotSource enables digital processing of returns

To make the returns process even more convenient for its customers, Europe's largest mail-order company for rock and entertainment merchandise products banks on digital solutions together with dotSource GmbH.

Jena, 10th of April 2017

With over 500 employees in Europe and more than 21,000 products in the areas of entertainment merchandise, music, gothic, streetwear, fun stuff, posters and accessories, EMP is Europe's number one multichannel retailer in rock and entertainment merchandising. The company supplies rock and entertainment fans in 17 countries and ships millions of parcels worldwide every year. To make the returns process customer-friendly, efficient and up to date, the Jena digital agency implemented an online returns portal.

“For the customer, e-commerce doesn’t end with clicking the order button, but also includes subsequent processes such as returns and exchange requests", says Sebastian Kalin, Head of Webshop at EMP. With the new customer self-service portal the process of purchasing will be digitalised right up to the final step. “The platform does not only enable more efficient processing of returns, but also ensures long-term customer satisfaction.”

Returns that have previously been processed manually can now be made online in just a few steps. In accordance with the highest standards in terms of user experience, the customer is guided through the returns process step by step in the interface of the existing online shop.

The stand-alone platform receives all orders from the ERP system and transfers possibly returnable orders to the shop, provides reasons for return and records returns from the shop to pass them on to the ERP system, enabling fully automated data exchange with the logistics system. Thanks to its flat implementation, EMP’s new customer self-service portal leaves nothing to be desired in respect of technical performance.  Thanks to its structure, the portal can also be expanded as needed at any time and works independently from any e-commerce system. All this makes the returns portal a versatile digital solution that ensures optimal service and the highest convenience for EMP’s customers.

Detailed information about the project as well as a comprehensive case study can be found here.

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