ASOS is an online retailer and my role was within the supply chain tech team. I was responsible for improving the delivery and returns services to customers.

Problem: We had to improve the customer experience as our customer satisfaction score for the delivery and returns service was just above average. We needed to ensure that our service aligned with the market trends and new technologies to maintain our competitiveness.

Solution:

• Introduced paperless returns (customer could process returns easily by generating QR code which alleviated the need to have a printer and increasing customer confidence when shopping with us).

• Returns notification - enhanced visibility within the returns process. So customers could track to see where a return parcel was and prevent lost returns.

• Extra level of security for delivery high-value parcels (over £400) to prevent loss of parcels. Customer have to share a code before delivery is made. This led to 90% of lost revenue as a result of loss parcel claims to be recovered.

• These changes increased customer satisfaction score by 40% (from 45% to 85%).