As e-commerce returns continue to accelerate, brands are looking for solutions that can reduce costs and improve customer service.
Returns’ convenience vs. cost
In a joint release, the companies said the new offering will enable brands to test the right balance between convenience and cost in returns. It will combine Pitney Bowes’ physical e-commerce capabilities with Narvar’s digital offerings.
“Post-purchase processes — and returns in particular — are not only significant cost centers for e-commerce brands but are becoming even more complex due to supply chain disruption and the macroeconomic landscape,” said Amit Sharma, CEO at Narvar. “The combination of Narvar’s post-purchase experience platform and Pitney Bowes’ e-commerce logistics capabilities will dramatically accelerate a retailer’s transition to a more personalized and efficient returns model, while simultaneously saving brands money and improving the customer experience.”
The joint offering will include:
Balancing returns’ priorities
“E-commerce brands are in a tough position. The cost reductions necessary among logistics teams today could unintentionally impact the customer experience,” said Gregg Zegras, executive vice president and president of Pitney Bowes Global Ecommerce. “There is tremendous opportunity to create a win-win for brands and consumers by more closely integrating front-end experience technology with transportation networks and operations. The combination of physical and digital capabilities in this joint offering from Pitney Bowes and Narvar will allow merchants to easily test and design the most pragmatic post-purchase experience for their consumers.”
Pitney Bowes has made a series of network enhancements since peak 2020 to improve its e-commerce and parcel shipping operations. These include:
E-commerce-related parcel shipping accounts for more than 50% of Pitney Bowes’ total revenue.
