Clarks deploys OtailO sustainable online product returns solution
Footwear retailer Clarks has inked a deal with Israeli circular economy tech startup, OtailO.
It has gone live with OtailO’s sustainable online product returns solution in the UK and is now looking to expand it to the United States.
Clarks is using an inspection mechanism in order to streamline specific return scenarios. This enables it to assess the condition of the return while it is still in the consumer’s hands, and to take actions accordingly.
OtailO’s solution has helped Clarks cut waste by removing pre-printed labels, and the retailer intends to remove all paperwork by the end of the year.
The new system, which makes it easy for online shoppers to return purchases through a web application, has thus far managed to reduce customer calls around returns by 25%, turn 2,500 returns into exchanges, and save the company thousands of pounds in returns associated costs.
Victor Bayata, Director of Customer Experience, Retail and Digital, at Clarks, says: “Not only is OtailO helping us reduce costs and increase revenues by cutting our reverse logistics overheads, it’s also reducing wastage and carbon emissions.”
“Using its customer friendly technology we’re simplifying our supply chain, and the inspection functionality has reduced ineligible returns, eliminating unnecessary reverse logistics, meaning there is less of a carbon footprint.”
He adds: “We’re already seeing shopper satisfaction increase and look forward to working more closely with OtailO to embed their technology into more parts of our business, as the pandemic eases.”
“In the not too distant future, we can see the solution delivering further benefits for both the high street and our sustainability goals, by allowing customers to drop off more returns at local stores.”
