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Case Study
Fortune 500 Technology Company
Digitizing Reverse Logistics
Efficient returns management enhances customer satisfaction, inventory planning, parts utilization, and profitability
Big tech companies spend millions daily managing complex inventory cycles—purchasing, shipping, returning, and reusing parts. Warranties, part shortages, and customs challenges add further strain, making it more cost-effective to recirculate high-value parts than constantly reorder new ones.
Facing these challenges, a leading computer brand sought to accelerate its product returns and reduce unnecessary orders to preserve cash. By partnering with Cadex Solutions, they leveraged expert support and innovative tools to optimize reverse logistics, minimize write-offs, and accelerate product recovery—enhancing efficiency and sustainability.
Improving the Velocity
of Parts Returns
ABOUT THIS CLIENT
A Fortune 500 technology leader specializing in computer hardware, peripherals, and technical services. Inventory and parts management are key to its success.
ENGAGEMENT SUMMARY
Contract Start Date: 2012
Industry: Technology
Location(s): Global (NA, SA, EMEA, APG)
Resources Assigned: 60+ dedicated team members
Languages: 30+
SERVICES APPLIED
- Reverse Logistics
- Product Return Management
- Supply Chain Reconciliation
- Customs Database Management
- Software & UAT Testing
- Tech Modernization & Automation
- Customer Care Link (CLL)
- Intelligent Workflow Automation
- Predictive Analytics
- Human Contact Indicator (HCI)
The Challenges
Manual and broken processes were affecting customers and multiple departments.
The client offers a generous return policy, but delays in processing returns impact customer satisfaction, order fulfillment, and inventory management. To avoid write-offs and wasted parts, returns must be processed within 20 days.
Handling returns involves significant effort—updating systems, sharing shipping labels, tracking packages, and managing inventory—costing the client $1.3B annually. Automating processes, enabling self-service, and streamlining labor is critical to reducing costs and improving operational efficiency.
The client’s main pain points included:
Slow Return Velocity
Customer Experience Issues
Logistical Gaps
Unnecessary Parts Ordering
Quality and Resourcing Issues
Improve Returns Management Efficiency with Cadex.
CONTINUE READING
The Solution
Cadex combined technology and talent to address significant returns and fulfillment issues.
Managing approximately 16 million parts annually, Cadex implemented the following key solutions:
Self-Serve Automation with CCL
The Customer Care Link (CCL) enables 24/7 self-service label generation and reverse logistics automation. A simple email link allows customers to create accurate, customized return labels without logging in or contacting support. Piloted in the U.S. and expanded globally, CCL supports 30+ languages and significantly improves CSAT while reducing touchpoints.
Intelligent Workflow Automation
Smart workflow tools classify and prioritize high-value or hard-to-replace parts, automating follow-up queues and resource allocation. This targeted approach drives faster recovery of priority parts.
Expanded Logistics Integration
Enhanced courier connections via API within CCL fill coverage gaps by integrating smaller, regional carriers, ensuring more customers can return parts with ease.
Predictive Machine Learning Models
Regional ML tools forecast slow or non-returned parts with 66% accuracy, prioritizing interventions that reduce write-offs and increase return velocity. These insights also support smarter sourcing and replacement decisions.
Integrated Communication Tools
Outbound reminder calls leverage the Human Contact Indicator (HCI) to optimize connection rates, boosting return velocity with the same number of agents.
Scalable, Multilingual Teams
A global team of 60 analysts, administrators, and A/R specialists handle localized volumes while enabling seasonal scalability. This allows the client to focus in-house resources on strategic order management initiatives and innovation.
The Results
Together, these solutions preserved cash flow, accelerated returns, supported greener operations through recycling and repair, and delivered an estimated 30x ROI.
Cadex has won multiple awards for innovation, technology, and operational excellence, with our solutions standing out among 500+ partner submissions, including those from globally renowned brands.
