“ You need to convince your stakeholders to believe in the story that you want to achieve ”
HÜSEYIN IPIV HEAD OF SUPPLY CHAIN MANAGEMENT , VODAFONE
“ We have also implemented a digital return portal . If customers want to return their smartphones to us for whatever reason , we need them to use our online platform to provide us with data as to why they want to return their smartphones . Understanding the return reason , we can offer an immediate solution to the customer . This is a win-win situation for customers and Vodafone . The customers might not have to return their smartphones back to Vodafone and we are happy since we retained a customer and avoided process costs . If a customer does wish to return a smartphone , we no longer print return labels anymore , instead they can use their smartphones at a local DHL store , show the QR code and return the product , making it a fully digital process .
Another step for us was to implement “ Click & Collect ”, allowing customers to choose a product online , and offer the customer a Vodafone Shop to collect their product immediately from . This way we avoid sending the product with a carrier from our central warehouse to the desired address of the customer , which is beneficial for the environment as well as the customer who is able to pick up the product immediately .
34 January 2022