Discovering Luca Faloni
Luca Faloni, a luxury menswear brand, places a strong emphasis on customer experience, delivering exceptional service across all areas of the business, including returns. Known for its impeccable brand image and high-quality service, Luca Faloni needed a robust return solution to support its global expansion and maintain its premium service standards.
Context and Challenges: Navigating the Landscape of Fashion
During a phase of global expansion and new store openings, Luca Faloni overhauled its entire tech stack. This migration included implementing a new ERP and POS system. Luca Faloni needed to implement a return solution that could seamlessly interface with these systems while continuing to offer their customers an effortless return experience.
The main goal of our replatforming was to offer a robust setup for our global aspirations and this required a returns solution that matched.
Luca Faloni's Journey Towards Fashion Excellence
Luca Faloni aimed to deliver a high-end return experience that aligns with their premium customer service standards, contributing to long-term brand loyalty.
Simplifying the exchange process to retain revenue and foster brand growth was essential. Additionally, they sought to automate the return process, allowing customer support to focus only on edge cases.
Another critical objective was to offer a full omnichannel experience, enabling in-store returns in certain countries to reduce return shipping fees and enhance customer convenience.
yayloh's out of the box integration with Centra raised our interest and further talks confirmed that their functionalities matched our worldwide aspirations perfectly. Besides, their open-minded and flexible approach together with a focus on customer experience has proven to guarantee success ever since.
Seamless Returns, Enhanced Shopping
Luca Faloni implemented yayloh's fully branded digital return experience to meet these objectives. This solution provided automated one-click exchanges, significantly simplifying the overall shopping experience for customers.
For a fully automated process, the integration with Blue Cherry ERP ensured that refunds and exchange orders were automated after quality check, streamlining backend processes and freeing up customer support time.
Additionally, the integration with Sitoo POS allowed stores to function as local warehouses. After a quality check processed in Sitoo, refunds and exchange orders would also be automated. In-store returns lowered return shipping fees in certain countries, contributing to better cost management.
Luca Faloni has also implemented a custom setup for each country to ensure returns are processed in the most time-efficient way possible. By using different carriers for different regions, they are able to minimize return times. For example, returns in Great Britain are handled by DHL, shipping items back to the UK store, while returns from Switzerland are sent via Swiss Post to the Swiss store, where Sitoo is used to inspect and update the items. By operating this way, customers get to enjoy swift, convenient returns while Luca faloni profits from higher operational efficiency and reduced item processing time.
Their seamless solution with Centra and yayloh's hands-on approach in resolving other challenges around our setup made the onboarding very easy. The solution was up and running in a few weeks and has evolved since to streamline our returns process and provide a truly omni-channel solution across our stores and warehouses worldwide.
Automated returns to drive global brand success
Luca Faloni's adoption of yayloh's return solution demonstrates the importance of a seamless, automated return process in maintaining high customer service and operational efficiency standards. This integration not only supported Luca Faloni's global expansion but also reinforced their brand commitment to delivering a premium experience in every customer interaction.
By targeting enterprise customers with similar needs, yayloh can replicate this success, offering a robust, integrated return solution that supports brand growth and customer loyalty.
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