Discover STAND STUDIO
STAND STUDIO, a modern Swedish fashion brand, was founded in 2014. From the outset, they have been crafting clothing items using a blend of leather and faux fur, exuding a feminine, elegant, and effortlessly stylish vibe with a touch of Scandinavian simplicity. As they developed their DTC channels and expanded their international presence, they encountered new hurdles in handling returns efficiently.
Inefficient returns process crippling growth
Previously, STAND STUDIO faced significant hurdles with their international return process, which was entirely manual and reliant on pre-printed return labels and paper forms.
This wasn't the only issue; for non-EU countries, such as the UK, STAND STUDIO needed to ensure that customers wouldn't encounter customs fees when returning items. In these cases, customers had to engage with support, forcing the customer service team to create both return labels and commercial invoices manually. This time-consuming manual approach diverted valuable resources away from more value-added tasks.
Our customer care team managed the process entirely manually. Generating return labels through the DHL website was highly time-intensive, particularly during peak seasons. Additionally, our analysis of return data was hindered by the lack of an effective tool.
Despite adopting Centra as their e-commerce platform, which allowed for international expansion, diverse currency support, and market-specific front-end experiences, return inefficiencies began to hinder their international growth. Customer service found themselves dedicating an excessive amount of time to return-related tasks, resulting in customer dissatisfaction. It was evident that implementing an automated return management solution, including customs invoices, was crucial to moving past these challenges.
Empowering Growth with a Cutting-Edge Return Solution
STAND STUDIO's quest for an efficient return management tool reached its destination with yayloh. The impact was clear and transformative.
We were searching for a return management tool that could significantly enhance the efficiency of our return process, benefiting both our customers and our staff. yayloh checked all our boxes — it's user-friendly and continually evolves with new features that aid us in managing returns.
Thanks to yayloh, STAND STUDIO experienced a remarkable reduction in operational hours and a marked decrease in customer support emails. The previous paper forms gave way to a streamlined digital return form, which seamlessly provides all necessary information to yayloh. This efficient system facilitates the issuance of emails containing return labels and customs invoices. As a result, the STAND STUDIO team is kept informed while their involvement remains minimal, enabling them to process international returns three times faster, much to their delight.
The necessity for custom invoices with UK returns was previously a manual, time-consuming process for both us and our UK customers. Through yayloh, custom invoices are now automatically generated when customers register their returns, greatly enhancing the return process and overall customer experience.
Furthermore, building trust with customers is a top priority. For international returns, where the process tends to be more time-consuming, it's crucial to keep customers informed about return and refund statuses delivers this peace of mind. Customers can now access all the relevant information with a simple click, reassuring and encouraging them to place new orders.
A more efficient return process not only saves time but also vastly improves the customer experience.
With yayloh, STAND STUDIO witnessed:
- A 50% reduction in customer service tickets concerning returns
- International returns being handled three times faster
- Seamless expansion into new markets, free from any return-related hindrances
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