Case Studies

Situational Challenge

The Colonial Williamsburg Foundation required a returns processing structure that integrated Operations and Inventory Management with high-touch Customer Service. 

Solution Description

• Create a specialized position in TJG’s Contact Center to manage CWF’s returns from start to finish, including inspection of returned products, researching the customer’s order history, placing follow-up calls, resolving returns issues and keying the refund into CWF’s order management system
• Institute a new return policy to offer a gift card instead of a refund to the customer’s credit card under specific circumstances

Critical Success Factors

• Thorough understanding of The Colonial Williamsburg Foundation’s client-base and mission statement
• Ability to tailor our business structure to promote operational efficiencies for our client’s bottom line improvement
• In-depth process reviews and analysis to eliminate unnecessary touches
• Development of client specific subject matter experts to maintain transparency to customers

Key Benefits

• Reduced returns processing costs by 28% in the first year of implementation
• Preserved customer and donor satisfaction and loyalty
• Increased sales opportunities through gift card refunds
• Improved returns processing turn times, increasing customer satisfaction while reducing issue related call-backs
• Centralized process flow by eliminating hand-offs across multiple departments