Efficiency in the
SØRs returns process
Initial situation
SØR is a fashion retailer that offers fashion in the premium price range with its own brand SØR as well as other labels such as Windsor, Woolrich and Eleventy. For more than 60 years, the company has been one of the top addresses for luxury men's and women's fashion and wants to continue to defend this status even in times of digitalisation. With a multi-channel strategy, SØR aims to create a coherent and seamless customer experience..
As is often the case in medium-sized companies, dynamic growth is rarely followed by process-related adjustments, meaning that although the processes are routine, they are person-dependent, undefined and efficiency potentials are unknown.
The challenge
The fashion industry is facing a multitude of challenges that affect economic as well as social and environmental aspects.
During these overarching challenges, it is crucial that fashion houses organise their internal processes as efficiently as possible. An orderly and optimised process can not only save costs, but also increase the speed of response and improve the customer experience.
Together with SØR's management team, we identified the quality-related returns process as a pain point. This process involves the retail stores, the customer, the suppliers and the head office. It was very confusing, lengthy and had a negative impact on liquidity in its current state.
Our approach
Our approach at SØR was methodical and focussed. With the help of our Process Improvement Suite, SØR aimed to record and analyse the actual process in the returns area based on key figures, identify bottlenecks and complexities and develop a new target process that is leaner, more efficient, more transparent and has an immediate business impact. In detail, the optimisation project was structured as follows:
Modelling the as-is process with our Eptacon Modeller - function and complexity-oriented, based on key figures
Analysis of the as-is process: Identification of complexity clusters, bottlenecks and other weak points with the help of our Eptacon Analyser
Development of a target process: joint definition of a feasible target process with the help of our Eptacon Improver
Result
Thanks to the first integrated application for optimising business processes, we were able to carry out a sustainable and traceable optimisation within 2 months.
The collaboration with Eptacon has significantly streamlined the returns process for our SØR brand. Thanks to their innovative approach and professional implementation, we were not only able to increase our efficiency, but also achieve a new level of transparency in our processes. Eptacon has proven to be a team that dives deep into the specific needs of our business and delivers solutions that are perfectly timed and strategically aligned with our requirements. This optimisation has had a tangible and measurable impact on our business.
- Oliver Lübbenjans - Managing Director SØR