DHL and Newgistics team up to provide proven consumer returns solution
DHL, the world's leading global express delivery and logistics company, and Newgistics, Inc., the leader in returns management solutions for direct retailers, today announced a partnership to offer Newgistics' retail merchandise return solution, SmartLabel(R), for DHL customers. Newgistics' SmartLabel, addresses the reverse logistics needs of multi-channel retailers, the fastest growing industry segment for logistics providers.
"The new DHL has invested $1.2 billion in its U.S. infrastructure to reach out to a broader consumer market and help all customers do business more quickly, efficiently, and competitively," said Rich Corrado, Executive Vice President of Business Development for DHL Americas. "We recognize that retail is one of the largest segments in the U.S. express market, and working with Newgistics will help further our commitment to these customers by providing a comprehensive, quality, intelligent returns management program."
Newgistics' SmartLabel allows customers to return merchandise purchased online or through catalog sales effortlessly. Customers simply detach the pre-paid, pre-addressed barcoded SmartLabel from their order summary, and affix it to their return package. SmartLabel's dynamic barcode links the package to the customer's invoice and provides package visibility early in the returns process. This enables customer service representatives to proactively address customers' exchange or credit needs, resulting in increased customer loyalty.
SmartLabel works in tandem with DHL's business-to-residential delivery service, DHL@home, creating a closed loop solution for retailers, e-tailers and catalog companies that manage a high volume of deliveries as well as returns. With the @Home service, DHL picks up, sorts, and delivers Parcel Select shipments via its network to the postal facility closest to the consumer. The USPS then performs the last mile of delivery. SmartLabel augments DHL's current residential capabilities by giving consumers an easy, convenient, and highly efficient way to return shipments back into the postal delivery stream. Retailers now have a comprehensive solution for shipping, returning, and tracking shipments, leading to greater efficiencies for DHL, and improved satisfaction for retail customers.
"Reverse logistics is far more complicated than simply doing 'forward logistics, backwards.' By combining DHL's extensive shipping and logistics capabilities with Newgistics' best-in-class Intelligent Returns Management solution, we will create new opportunities for retailers to gain control and visibility over their merchandise returns," said Ray Greer, CEO, Newgistics. "This leader-meets-leader partnership further demonstrates Newgistics' commitment to providing the highest level of customer service by offering the most convenient method available for merchandise returns."
According to a 2003 survey conducted by Harris Interactive, an easy and convenient returns process heavily impacts customer loyalty. Results from survey respondents indicate that;
— 90% agree a convenient return policy is important to their purchasing decisions
— 95% reported being likely to shop with an online or catalog retailer again if the return process is convenient, and;
— 85% stated they are not likely to shop online or through catalogs with a retailer that has an inconvenient return process.
Newgistics' SmartLabel service enables retailers to streamline the entire product returns cycle to help them gain operational efficiencies, drive customer loyalty and increase productivity. Typically, retailers see a 70 percent usage rate of the SmartLabel solution within eight weeks of launch.
About DHL
With annual revenues over $25 billion in 2003, DHL is the global market leader of the international express and logistics industry, specializing in providing innovative and customized solutions from a single source.
DHL offers expertise in express, air and ocean freight, overland transport and logistics solutions, combined with worldwide coverage and an in-depth understanding of local markets. DHL's international network links more than 220 countries and territories worldwide. Over 160,000 employees are dedicated to providing fast and reliable services that exceed customers' expectations. Founded in San Francisco in 1969, DHL is 100% owned by Deutsche Post World Net. For more information on DHL, please visit www.dhl.com.
About Newgistics
Based in Austin, Texas, Newgistics, Inc. (www.newgistics.com) is the leader in returns management solutions for the direct retail industry. Newgistics' patent-pending Intelligent Returns Management(SM) solution delivers the most convenience for customers while maximizing control of the returns process for retailers. Newgistics' SmartLabel(R) drives customer loyalty and increases profitability for leading retailers like Neiman Marcus, J.Crew, Eddie Bauer and Abercrombie & Fitch.
Contacts
Newgistics, Inc.
Jonathan Dampier, 512-225-6040
[email protected]
or
DHL Americas
Robert Mintz, 206-830-3185
[email protected]
or
Schwartz Communications, Inc.
Haley Boruszak, 415-512-0770
[email protected]
