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Optimized cross-border returns and enhanced customer experience

 

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RE Galvin Green

About GALVIN GREEN

Galvin Green designs high-tech, premium golf apparel, for golfers to feel invincible under all conditions. Sustainability has been a long-standing commitment integral to their brand for over thirty years.

 

Challenges 

Before partnering with Reclaimit, Galvin Green used another return solution that, according to their team, "left much to be desired." They felt their responsibility was to provide customer service with a better solution, which is where Reclaimit came in.

"Internally, we said that if Reclaimit could deliver even half of what was promised, it would still be twice as good as our current solution. With that said, expectations were not high. As the project progressed, we began to feel more and more that this is how we've always wanted things to work and that anything is possible."

Solution

Reclaimit Return-1

The primary reason Galvin Green chose a digital and automated return solution was their significant sales volume in the US. They recognized the advantages of offering exchanges to customers and retaining more revenue. Additionally, they aimed to save time for their customer support team, which now manages the entire platform.

"Beyond simplified cross-border returns, Reclaimit plays a significant role in our newly launched loyalty program, where we incentivize members by offering free returns. We're also exploring the possibility of sending returns to the nearest warehouse. For example, a customer in the US could purchase an item stocked in our Swedish warehouse but return it to our warehouse in Florida."

Results 

Although they've only been using Reclaimit for a few months, Galvin Green has already observed benefits such as:

  • Increased customer satisfaction and loyalty
  • Reduced costs
  • Time savings for customer support

Why Reclaimit?

"We've undertaken many projects during my time at Galvin Green, and the project manager is the 'make-it-or-break-it' component. Reclaimit has an excellent project manager and a great team that can execute all the ideas we bring as a client. We see quality at every stage: sales, project management, development, and customer care."

"Reclaimit delivered onboarding at a WORLD-CLASS level. Never a question unanswered, always great ideas and solutions. Reclaimit has provided numerous suggestions that we know have taken up much of their time. It couldn't have been better!"

 

Reclaimit in a nutshell, according to Galvin Green:

  • Keeps and delivers on promises – they TRULY want things to work well for us
  • Customer-centric– very solution-oriented
  • Great communication
- Rikard Vergili, E-commerce Product Owner, GALVIN GREEN

- Gustav Höjelid, Ecom Manager & COO, GALVIN GREEN