An insight into how BRONZE SNAKE retained customers while saving time.
June 27, 2023
Leveraging over 15 years of expertise, BRONZE SNAKE has blossomed into a beloved Australian brand, renowned for its minimalist designs and top-tier materials. BRONZE SNAKE is more than just a shopping destination – it's an engaging experience that combines comfort, style, and reliability.
Despite their triumphs in positioning themselves as one-of-a-kind in the industry, managing returns was an area that posed significant challenges.
Optimising their returns process was a no-brainer. BRONZE SNAKE sought PostCo to seamlessly integrate with their operations and embody their commitment to prompt and efficient service.
As BRONZE SNAKE’s brand is embodied through their complete customer experience, we didn't go for a one-size-fits-all approach. Instead, the solution was effectively designed to reflect their distinctive brand identity.
The result? A genuinely immersive, end-to-end brand experience that keeps customers delighted at every turn - as evidenced from their total retained revenue. Here’s how they did it.
With PostCo’s automations, BRONZE SNAKE improved their operational efficiency, saving over 500 hours on returns management per month, and refocusing their time on what matters most - serving their customers.
When it comes to returns, customers are not necessarily looking for a refund, they want the most effortless option such as exchanges or store credit.
With the right workflow, exchanges are a great way to keep your customers happy during the returns process.
BRONZE SNAKE also implemented a 110% store credit policy to incentivize their customers to return for a store credit over refund. They now get an extra 10% in store credit with each return, ready for their next purchase.
These enhanced return options naturally translate into customer retention strategies and the results speak for themselves. Not only did BRONZE SNAKE see a significant reduction in their return costs, but these features also resulted in substantial revenue retention. With that, BRONZE SNAKE recaptured a six-figure returns revenue amount within a quarter.
With three flagship stores across Australia, BRONZE SNAKE made sure accessibility is at the forefront of their returns.
Their customers' preference for flexible return methods meant that BRONZE SNAKE needed an omnichannel returns experience. With PostCo, they were able to achieve this while benefiting along the way.
Recognizing their customers' consistent preference for a flexible return method, BRONZE SNAKE teamed up with PostCo to sustain its omnichannel strategy.
Returns don't have to be a hurdle in a brand's path to success; they can be an opportunity for growth. PostCo is incredibly proud to be a part of BRONZE SNAKE's success story, and we look forward to continuing our mission to create uniquely tailored return experiences for more brands and their customers.