Free cash flow generated
Self Service Resolution Rate
Increase in Recovery Rate
A global leader in high-tech manufacturing, operating across diverse markets and product lines, set out to transform its reverse logistics operations to strengthen circular economy practices, cut costs, and improve the customer experience. Although the company recognized that returns, exchanges, and refurbishment were essential parts of its supply chain, these processes had long been under-optimized. Systemic inefficiencies in reverse logistics not only disrupted internal workflows but also undermined customer satisfaction and diminished resource utilization.
The manufacturer’s returns process was fragmented, relying on multiple enterprise resource planning (ERP) systems, logistics providers, and Return Material Authorization (RMA) solutions. These silos led to excessive manual hand-offs, frequent delays, and a greater risk of errors and bottlenecks. Customers faced inconsistent service and rising support costs due to a lack of integrated, customer-facing tools, while outdated technology created technical debt and limited the platform’s scalability and flexibility.
To solve these complex issues, Accellor implemented a comprehensive Salesforce-based reverse logistics solution. The solution centralized processes by seamlessly integrating ERP, logistics, and RMA systems, ensuring full visibility and data continuity. Automated checks, such as entitlement, fraud detection, and geography restrictions, took the place of manual reviews, streamlining operations and reducing errors. Customers gained the ability to independently initiate and track return requests through easy-to-use self-service features, which lessened dependence on support teams and sped up resolutions. Further integration with customer service consoles and warranty management created a unified, end-to-end experience from case creation to final resolution.
Within two years, the solution delivered over $100 million in free cash flow by optimizing the refurbishment and resale of returned inventory. Self-service tools enabled 65% of return requests to be resolved without agent intervention, reducing the burden on support staff while providing customers with more autonomy. The initiative also increased the recovery rate of returned products by 25%, supporting sustainability and efficient asset reuse. Agent efficiency rose by approximately 30%, allowing team members to focus on more complex, value-added tasks. Overall, the customer experience was significantly improved, offering transparent, faster, and more independent returns processing.
By investing in a modern reverse logistics solution, the manufacturer achieved substantial operational and financial improvements, laid the groundwork for sustainable growth, and solidified its market position through service excellence and innovation.
