Somfy

Somfy reinvents its reverse supply chain with 12Return.

About Somfy

Somfy is an international group with operations in almost 60 countries. Somfy is the world leader in the automatic control of openings and closures in homes and buildings. For over 45 years, Somfy has allowed people to transform their living environments with automatic controls, by designing and developing solutions offering comfort, security and energy savings.

Somfy_logo.svg

The Problem

Somfy delivers Home Automation and Control products via a network of authorised dealers. Providing great after-sales service is part of their core values. To bring after-sales to the next level a new returns process with their dealers had to be implemented with modern and flexible returns management software. We have joint forces to develop and implement and end-to-end solution.

The Goal

  • Customer Self-Service
  • Controlled RMA process
  • Streamlined receiving process
  • End-to-end visibility

The Success Story

Sometimes it's funny how two meet

Somfy had been looking for Returns Management software for a while but did not succeed in finding it. Eventually they decided to visit an e-commerce fair in The Netherlands to explore this market and to see if there would be a solution that could also meet their needs. That's how both parties met early 2014. A great relation was born.

After-sales service for the future

Somfy delivers Home Automation and Control products via a network of authorised dealers. Providing great after-sales service is part of their core values. To bring after-sales to the next level a new returns process with their dealers had to be implemented with modern and flexible returns management software. We have joint forces to develop and implement and end-to-end solution.

Powering 2,000 dealers

Over 2,000 dealers have been powered with a 24/7 return self service. Dealers can request a RMA for both Commercial- and Service returns on-line. They can also track the status of the returns process. The RMA portal has been set up in English, Norwegian, Swedish, Finnish and Danish and serves as main communication tool between the dealer and the support agent.

Full control for Somfy agents

Support agents in multiple customer contact centers across Europe have full control over the returns process in 12Return. Agents have access to the specific RMA's that have been assigned to them. The agent portal serves as the main communication tool between agent and dealer.

Integrated transportation services

TNT serves as main transportation partner and their services have been integrated for returns from dealers to the returns center. A smooth cooperation with TNT helped us to implement a reliable European reverse logistics solution.

Efficient returns processing and settlement

The central returns center in The Netherlands has also been integrated into an end-to-end process. 12Return has been integrated with Somfy's ERP system. The status of the returns process is directly visible for the dealer and the agent.

The Result

The reverse supply chain and new returns management process bring value to Somfy.
Customer Contact Hours Reduction
Process Cycle-Time Reduction
Recovered product value
Somfy
“The 12Return platform allowed us to completely rethink, reorganise and optimise our return flows. We can now offer a user-friendly solution to do returns to our customers, and manage a multi-channel, multi-language and multi-locations process in a single tool internally.”
Jan Mylemans Logistics, Operations Manager, Efficiency and Quality Northern Europe at Somfy Group

Jan Mylemans
Logistics, Operations Manager, Efficiency and Quality Northern Europe at Somfy Group

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