Technology
Plantronics designs, manufactures and distributes headsets for business and consumer applications, including a comprehensive
Unified Communications portfolio. Widely recognized for sound quality, reliability and comfort, Plantronics' products help organizations improve their communications. Retailing from 50 to 300 Euros, most Plantronics products are covered by a two year, guaranteed replacement warranty. By managing warranty returns and replacements quickly and efficiently, DHL
Supply Chain’s reverse logistics solution enables Plantronics to maintain their premium brand reputation.
Headset sales spanning ten European countries typically generated between 100 and 150 product returns a day.
By 2011, it was clear the reverse logistics arrangements in place for Plantronics needed urgent review.
Replacement turnaround time, reporting and tracking needed improvement with cycles often taking up to one week. Plantronics aimed to turnaround replacement products within 2–3 days and in late 2011, turned to
DHL Supply Chain to review and help improve their reverse logistics solution.
Customer Challenge
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Unsatisfactory returns experience
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Customers waiting up to one week
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Lack of accurate visibility
Flawed eligibility and validation checks
DHL Supply Chain Solution
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Central Netherlands hub for the EMEA region
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Integrated returns logistics solution involving DHL
Express and DHL Global Mail
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Integrated IT solution
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Standard and advanced response provision
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NFF screening and recovery, testing and light repair
Customer Benefits
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First time repair effectiveness
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Choice for delivery and customization
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Warranty calls reduced by >20%
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2–3 days turnaround time
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Simplified IT setup and workflows

Technology
DHL worked to develop an integrated after sales Technical Services solution for Plantronics reverse logistics. By conducting mystery shopping during the business tender process, DHL was able to incorporate key learning and improvement points.
All approved warranty returns are now directed to DHL
Supply Chain’s Netherlands technology hub in Beringe.
The solution fulfils two warranty returns scenarios: Standard Warranty Return (SWR), where a faulty product is returned before replacement, and Advanced Warranty Return
(AWR), for those where a replacement product is shipped in advance, pending return of the customer’s faulty device.
The customer contacts Plantronics via their contact forms on the website or calling their customer service team. When submitting the online claim, the information is instantly received and integrated with DHL’s IT Solution. An email in the consumer’s selected language provides instructions for returning the faulty product using a printable return airway label. Calling DHL Express or DHL Global Mail in Germany initiates product collection and consumers can track returns using their airway bill number. This is possible due to a unique integrated warehousing solution that DHL Supply
Chain, DHL Express and DHL Global Mail developed.
For SWR products, on arrival at the Beringe hub, the team verifies each product claim against proof of purchase and date of manufacture. Once confirmed, a replacement product is picked and immediately dispatched to the consumer, accompanied by an email containing tracking information.
For AWR a replacement product is sent first with return instructions and a return airway bill. Upon receiving the return, the team again verifies against proof of purchase and date of manufacture.
Products returned under the warranty program will be tested and screened to retrieve any No Fault Found (NFF) products.
These NFF products will be cleaned and upgraded and made available for reuse. By flagging cases where products have been returned with No Fault Found, the call centre staff can provide guidance and improved usage instructions to resolve user problems with correct device operation, enhancing their customer experience.
Screening, testing and repair are now possible due to a new partnership with a strategic repair provider, currently being piloted with roll-out planned for late 2012.
The integrated solution, tailored to the customer’s needs, has resulted in improved bottom-line performance and enhanced brand loyalty. Customers trust Plantronics due to the seamless customer experience, which is enhanced by most claims being resolved in the first instance.
The speed of the web-based claim process significantly reduces the likelihood of a repetitive consumer call. Every scanned activity in the DHL Express and Global Mail systems generates data shared with Plantronics. In the event of a consumer query, Plantronics call centre staff have accurate on-screen visibility within seconds for any claim. Customers are instantly updated with the status and expected arrival date of their replacement product, and therefore their high expectations are met. The average customer waiting time for a replacement product is just 2–3 days, reduced from up to one week previously.
Warranty related call volumes have dropped by >20% as a result of the efficient processes. Effective test and screen activities quickly identify those products that have been returned, but have No Fault Found, eliminating unnecessary shipments for repair. The potential to recover fault-free product returns saves Plantronics up to €250K per year.
“We have been impressed with DHL Supply Chain’s ability. The team has not only rapidly implemented robust management and reporting systems, but also proposed reverse logistics enhancements that directly improve our customer experience.”
Paul van den Berg
Director of Operations EMEA, Plantronics
For further information
Contact our supply chain experts: supplychain@dhl.com www.dhl.com/supplychain