product update – returns evs user group november 10, 2011 dan barrett manager, new business &...
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Product Update – ReturnseVS User Group
November 10, 2011
Dan BarrettManager, New Business & Returns
Traditional MRS Label
For use in manual
weighing/rating function
Addressed to a post office, not a customer address
Local permit opened where manual rating takes place
The traditional MRS label features several key elements that can result in slow, expensive processes.
No barcode!
Background
Customers have pointed to service delays, absence of tracking, and a need for Flat Rate pricing as past obstacles.
Background
“What I do not want to have happen is have the pieces weighed and rated up at a processing facility NDC… Time in transit really suffered for us…A Flat Rate would be music to my ears.”
-- Customer
“There was no barcode on the piece – that’s the number one reason we switched…we started getting calls at the call center and every one has a cost of $8 - $9.”
--Customer
1. Maximize labels with IMpb
2. Improve scan performance
3. Simplify payment - scans and flat rates
4. Rebrand portfolio
5. Future – better align cost and value
Returns Game Plan
In September, we launched a new Cloud-hosted tool for label printing and distribution to round out our capabilities.
1. Create flexible label printing tools
• Consumer able to print label via merchant website
• Merchant call center agent able to email label to consumer
• Every label features IMpb used for tracking and payment
• Requires minimal technology investment of the merchant
• Quick install, easy start-up
Cloud Label Printing Tool
New Solutions for Returns
Communicate improved tracking to customers - 100% scan rates, with focus on Acceptance scans for Returns.
2. Market enhanced tracking
Package with an accept or pick up scan 2011
38.19% 40.59%42.61% 44.22% 47.24%
51.78%55.95%
37.58% 38.50%42.74% 43.10% 44.90% 49.42%
53.60% 58.25%
75.92%
72.43%
76.00%
76.84%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
PRS
Walgreens
New Solutions for Returns
• Tracking included in the price of product – no charge
• New technology to help customer apply barcodes
• Visibility organization deploying new scan equip.
• Megan Brennan sponsored contest to drive execution
Enhanced Visibility
September marked the launch of a new, scan-based payment process with Flat Rates that minimize manual rating.
3. Streamline payment
• Every label features IMpb with merchant MID
• Scans in USPS network represent piece count based on unique PIC
• Flat Rates afforded to the customer, validated via sampling
• Eliminates delays in time-in-transit due to manual rating
• Reduces error in charges to customer
Scan-Based Payment
New Solutions for Returns
MRSPriority Mail
Return Service
Ground Return Service
First Class Package
Return Svc.
New Branded Solutions Existing
In September, the Postal Service will Rebrand its Return products to better market to customers.
Premier 2 – 3 Days
Basic 1 lb.+ 3 – 7 Day
Economy < 1 lb. 2 – 4 Day
Current Service Varies by Product
4. Rebrand the Portfolio
• Still sold across USPS channels – retail, online, permit
• However, establishes identity separate and distinct from MRS
• Helps support USPS positioning as Returns provider of choice
No Network or Service Changes
New Solutions for Returns
Redirection/Disposal – capability to trap and dispose of low value goods near origin to avoid costs.
5. Future State Capabilities
Work in Progress
Consumer Origin P.O. Origin SCF
• Avoids cost of 3 – 5 potential moves through USPS network
• Model already exists with Parcel Return Service today
• Combines PRS with disposal capabilities at reduced cost
Partner