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New Study Finds Customer Service Drives Manufacturers' Returns Management Expenditures ClearOrbit-Sponsored Study Identifies Returns Management as One of the Top Three Issues Facing Manufacturers Today Austin, Texas – Sept. 5, 2007 – A new enterprise returns management (ERM) study conducted by VisionEdge Marketing, Inc., and commissioned by ClearOrbit, Inc., finds that customer satisfaction is the principle business issue driving expenditure on returns management for manufacturers. The study consisted of surveys and interviews with managers, directors and executives representing manufacturers across a broad range of industries, including medical device, high-tech and consumer products. Study participants identified returns management as one of the top three issues facing their companies today, citing customer satisfaction as the primary reason to implement returns management processes. A majority of those surveyed indicated a strong need to improve their company's ability to recover value from returned items and implement processes that enable efficient tracking and quick replacement of items in order to meet customer demands and warranty requirements. Fewer than half, however, indicated that they have returns management processes under control, or comprehend what inefficient returns management costs their companies. According to a recent Aberdeen Group report, returns management (also known as reverse logistics) costs U.S. companies an estimated $100 billion annually. "This study is significant and timely because it examines not only important trends in the management of today's global supply chain, but it also identifies several key challenges and opportunities manufacturers face in improving reverse logistics," said Warren Sumner, ClearOrbit VP of marketing and products. "For more than a decade, ClearOrbit has helped leading manufacturers across various industries improve supply chain efficiencies and customer responsiveness. As with forward logistics, today's manufacturers require these same efficiencies when managing returns in order to meet customer demands, minimize costs and sustain profit margin growth." A large number of study respondents stated that they require any new system to have the ability to interface with and compliment their existing ERP, logistics and CRM systems. According to Sumner, ClearOrbit's focus on complementing SAP and Oracle infrastructures by adding comprehensive reverse logistics capabilities, enables manufacturers to leverage their ERP investments to bring returns processes under control. The research study is available for members of the press and industry analysts by contacting info@clearorbit.com. About ClearOrbit # # # Company Contact: Press Contact: |
ClearOrbit
solutions allow manufacturers and distributors to orchestrate the
movement of goods through the extended supply network. Our single data model approach
complements existing enterprise applications such as Oracle® and SAP®
to eliminate inefficiencies in supply chain, warehousing, data collection and
reverse logistics.
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"Since implementing ClearOrbit's solution, our inventory is visible throughout the enterprise, and we can more easily identify products and prioritize them for shipping. This enables us to track the flow of products in and out of our warehouse and reduces the time our warehouse employees spend searching for inventory." Jack Mechem, Business Information Systems Manager, Air Liquide Electronics
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