How Grinday Improved Customer Service and Gained New Customer Data

In this story, we look at a rollout in the health industry, specifically at the dietary supplement manufacturer Grinday. We’ll see what challenges the brand faced and how the RetJet platform helped streamline the process.

Before the rollout: paper forms and no data

Returns aren’t frequent in the dietary supplement industry, but for Grinday they were a problem, because the process stood out sharply against the rest of the company’s automated operations. That was a real challenge, since the company was aiming for full automation across all its processes.

The lack of historical data on returns, their reasons, and the impact of marketing activity on those processes complicated the situation further. Returns were handled manually with paper forms, and the information from them wasn’t integrated digitally, which made analysis and optimization difficult.

The RetJet rollout: a simple, fast solution

Grinday decided to integrate its returns management with the RetJet platform. The process turned out to be simple and intuitive, taking just 30 minutes. Configuration on the RetJet side mainly involved adding the company’s details and choosing a sales channel. The final step was placing the return form’s code directly on the store’s page, in place of the paper form, which allowed the system to go live immediately.

The whole thing went smoothly, without needing to bring in external agencies or developers.

After the rollout: digitizing the returns process

After the RetJet rollout, submitting a return became not only fast and easy, but also automated. At the end of the return form, a QR code is generated, which streamlines identifying products in the warehouse and minimizes the risk of errors. The platform also lets Grinday generate return labels instantly, which speeds up the entire return handling process considerably.

These changes address the earlier challenges, such as the lack of historical data and the difficulty of analyzing and managing returns, allowing for better control and operational efficiency.

Benefits of the rollout

With RetJet, Grinday significantly improved its returns management. Centralizing the data made it possible to identify the main reasons behind returns, and in response the company expanded its product descriptions and clarified ambiguous entries. These changes not only increased control over the returns process but also improved customer service, contributing to cost savings and higher customer satisfaction, with customers responding positively to the improvement.

Summary

Digitizing the returns process didn’t just streamline Grinday’s internal operations, it also had a positive effect on customer relationships. If returns are the last process you still handle manually, this story shows where to start.