E-Commerce: Online Returns - Claim Handling
For online product return claims, we want to provide the customer with an online form in order to be able to start the return process. When a claim is incoming to the claims-management service it is first evaluated if the claim is automatically accepted (inside the 30 day return period), else the claim is forwarded to the escalation department where someone is checking it manually.
At the same time the claim is forwarded to a recommendation service where make us of a recommendation system.
In order to keep customer satisfaction as high as possible, we only want to recommend products which are available, so in order to make sure we forward the possible recommendation to the warehouse where an employee checks for the stock. If available, the recommendation is then forwarded to the claims-management service and from there on to the customer.
Furthermore, the customer will also be provided with a return label in order to send the package back to our company. Our warehouse employee will then have to confirm if we indeed got the package.
Exception: Warehouse is empty so no recommendation can be made, and the process loops forever.
KPIs:
- Process Costs (=Time)
- Escalation Rate (How many claims are made outside of the 30-day period?
- Avg. granted Voucher in €
Results KPIs:
- 22,294 min for Escalated Claims, 9,931 min for normal Claims, 7,979 min for recommendation.
- 42,3077% Escalation Rate
- 2€ Avg. Voucher amount
----- Ressources -----
Human Ressource:
- Claims escalation department (Role: escalation case worker, each member of the
team is a person that is assigned to the role)
Information System Ressources:
- Claims Management Service
- Recommendation Service
