13 November 2023 Meeting deadlines, fast deliveries, good service, transparency, and reliability are some of the numerous demands of the new consumer market. Right! In the 21st century, the decision to make a purchase goes far beyond the price. Consumers from different niches create countless expectations every day about brands and the quality of services provided before and after purchase. This change poses a new challenge for supply chains: having an effective post-sales logistics. In the current scenario, we can say that giving up excellent reverse logistics is no longer an option; It is essential to respond to returned orders in a qualified manner. With the expansion of online sales, returns are becoming increasingly part of the consumer experience. If in this process the customer encounters obstacles, delays, or errors, their relationship with the brand could be significantly affected. Hence the importance of trying to implement smart strategies, ensuring buyer satisfaction and trust. Ultimately, all of this is directly linked to competitive advantages in the market that allow profitability and greater visibility for the company. What is post-sales logistics? By definition, post-sales logistics occurs when an order placed is returned to the shipping location. According to collected data, at least 30% of online purchases are returned or exchanged by consumers, meaning for every 10 orders placed, 3 are returned to the shipping address. This event occurs due to a series of factors, and among the most common are: product defect, errors in order packaging, or damage caused by poor handling, including transportation. These reasons can lead to customer dissatisfaction, as they have created expectations about receiving their purchase and will have to undergo the exchange or return process, which can often be long and stressful. Therefore, it is essential that supply chains develop optimized and qualified post-sales logistics, capable of operating efficiently in the return of products, ensuring consumer satisfaction and a good shopping experience. What are the advantages of good post-sales logistics? According to the head of post-sales logistics at Volkswagen: “the purpose of the post-sales professional is to help the customer solve their problems, making them understand that what is not working correctly or the problem they are encountering is resolved quickly and in the best possible way.” Therefore, one of the main advantages of implementing post-sales logistics is the possibility of improving communication with consumers, trying to understand their dissatisfactions, problems, and difficulties regarding a particular order. Additionally, a good post-sales strategy is able to: – Add market value to your company through returns made effectively and transparently with the customer. – Increase competitiveness compared to the competition, as your warehouse is able to operate with fewer reserves, maximizing profits and improving cash flow. – Reduce operational costs. – Improve the stock management process, avoiding excessive errors. – Retain the customer by offering a quick and qualified solution to their problems. In conclusion, investing in quality post-sales logistics is essential for companies that wish to remain competitive in today’s market. A careful approach to consumer needs and a well-structured process for managing returns can make a difference in creating a sustainable competitive advantage and gaining customer trust. Post-Sales Logistics: How to Improve Processes to Stand Out in the Market Deagor WMS per ecommerce può aiutarti!