Discover Jeanerica
Jeanerica is a Swedish denim house that was established in 2018. They are renowned for their unique and modern designs, which prioritise the quality of materials and the craftsmanship involved in creating them. As the brand expanded, its manual and time-consuming returns processes resulted in a more complex management process for its customer service teams. With the growth of their business and customer base, Jeanerica realised the need for a more efficient and automated returns process.
Manual returns process limiting global growth
As Jeanerica expanded globally and experienced an increase in purchase volumes, it also led to an increase in returns. However, their existing returns management process required customer service and warehouse teams to manually sort through and process refunds for each return request. Additionally, the team had to handle customer inquiries about returns on an individual basis, which resulted in a backlog of return complaints and delays in response rates.
We quickly outgrew our returns management process as we scaled beyond Sweden. It was super manual in nature and we couldn’t keep up with the new requests that came flooding in.
As the brand grew, a major issue emerged regarding their ability to retain revenue post-sales. The brand only offered refunds for returns, which made it difficult for fans of the brand both in Sweden and abroad to exchange unwanted items for their desired product. This resulted in a significant loss of revenue for the brand.
We had some difficulty keeping revenue from international first-time customers who were hesitant to repurchase items in their preferred size because they didn't want to go through the purchase process again.
Finally, Jeanerica faced another challenge with data. As their return rates increased, the brand lacked access to relevant data that would have helped them improve their offerings in the markets they were expanding to. Due to their existing process, a lot of data was lost, which prevented the possibility of co-creation with customers and product improvements.
Time was a luxury for us. We spent the majority of our time attending to customer service complaints that there was no time to explore what little data we could get our hands on to improve our products.
Jeanerica doubles exchange rate with yayloh automated exchanges
Jeanerica had clear goals in mind when they decided to integrate yayloh into their tech stack. They wanted to improve their returns management process, increase their revenue post-sales, and enhance customer satisfaction. Thanks to this integration, Jeanerica can now offer more advanced returns solutions to its customers, including global returns shipping and tracking. They also use more sustainable QR codes for Sweden and other countries.
Processing international returns was a pain for us due to how time-consuming it was. The automation that yayloh gives us means that international returns are processed faster and in a more sustainable way.
Jeanerica has seen a rise in exchange to total sales rates, thanks to the robust automated features provided by yayloh. One of these features is yayloh exchanges, which allows customers to easily request variant exchanges for their favourite items without having to go through the entire purchase process again. As a result, they were able to retain more revenue and keep their customers happy.
yayloh exchanges has been a game-changer for us. We can now hold on to as much revenue than we were able to in the past which is a very important KPI for us.
Finally, the automated nature of the returns process also allowed Jeanerica to access more data and have more time to analyse and implement insights from this data. As a result, the brand was able to gain a better understanding of its customers, thanks to yayloh's dashboards and downloaded datasets that provided a wealth of information that could not have been accessed with a manual returns process.
The data we now have access to has been a true delight. We can now connect more with our customers based on their feedback and go back to the drawing board when it comes to product development.
With yayloh, Jeanerica witnessed:
- A 100% increase in exchange rate.
- Above industry average in customer satisfaction with the returns process - 4.73 out of 5
- A +3% increase in revenue with yayloh exchanges
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