C-logistics ttestifies
Reversys, the solution at the heart of the multi-client returns process
As Cdiscount’s logistics arm and a subsidiary of the group, C-Logistics offers specialist e-commerce logistics services across a range of sectors, including luxury goods, textiles and cosmetics. To manage a highly diverse returns logistics operation, C-Logistics needed a comprehensive, robust and flexible solution. Read the testimonial from Emmanuelle Vincent and Léopold Weiffenbach, who oversaw the implementation of the Reversys solution within their organisation.
Specific and demanding requirements
Unlike a traditional e-commerce retailer, C-Logistics must be able to handle a wide variety of returns processes for a range of products in order to meet its customers’ requirements. Do products need to be tested before resale? Is there a product recovery process in place? Do products need to be repackaged? Each market has its own specific characteristics.
Since C-Logistics was founded, returns management has relied on an in-house tool shared with customer relationship management. This tool was developed in line with Cdiscount’s evolving needs.
With the decision to offer e-commerce logistics services to clients other than Cdiscount, it became necessary to find a solution tailored to the specific requirements of returns management for each market and product.
The search for an effective and versatile solution
Implementing an open, universal solution had become essential to meet the specific requirements of each market and product. “We couldn’t afford to use our legacy system for service delivery,” says Emmanuelle Vincent, Director of B2B Development and Projects.
C-Logistics therefore sought a solution capable of integrating with this new logistics service provider environment. To ensure optimum agility, it was also essential that the arrival of each new client did not require significant IT development work. To achieve this, they needed a comprehensive, flexible and versatile solution. That is when they turned to Reversys.
The operational responsiveness of the Reversys teams
The teams at C-Logistics needed a solution specifically designed for handling returns in the warehouse. It had to be both quick to get to grips with and adaptable to the processes and volumes handled by C-Logistics.
“We were impressed by Reversys’s strong operational focus,” emphasises Emmanuelle Vincent. Their in-depth knowledge of the logistics sector and returns processing was a real asset in meeting the demands of a business like C-Logistics.
The integration of Reversys into C-Logistics
The roll-out of Reversys at C-Logistics took place in stages. Initially implemented for the returns reception process at a single warehouse, Reversys now handles the workflow across several warehouses, for all customers, and covers the entire process.
As Léopold Weiffenbach, returns product owner, explains, “Implementing a tool in a warehouse requires a great deal of support. This phased roll-out has enabled us to get to grips with the Reversys system and understand how to use it for our various customers”.
C-Logistics appreciated the availability and flexibility of the Reversys teams throughout the solution’s roll-out. Always attentive to our needs, they were able to find solutions that perfectly matched our requirements. “We had regular discussions and appreciated Reversys’ ability to find solutions quickly,” notes Emmanuelle Vincent.
What’s Reversys like in everyday life?
Since integrating Reversys, C-Logistics has seen real benefits for users. The software is smoother, more intuitive and perfectly suited to returns management. It is quick to get to grips with, and users can master the basics in just 24 hours. Today, 60 employees use Reversys on a daily basis as part of their returns logistics.
Team leaders particularly appreciate the features that allow them to monitor their teams’ productivity. According to Léopold Weiffenbach, “we’ve had very positive feedback from the teams. They find it particularly useful to be able to view the returns history and access all traceability data from a single tool”.
There is no doubt that the partnership between Reversys and C-Logistics still has plenty of challenges ahead, driven by the onboarding of new clients.