OFM., also known as Only For Men, has improved their returns processes with innovative strategies to increase customer satisfaction and loyalty, while focusing on sustainability and efficiency. Together with Returnless, the company was able to tackle challenges, such as the transition to a completely paperless returns process and a customer-oriented loyalty program. In addition, it is possible for OFM thanks to Returnless. customers to handle their returns in physical stores, leading to increased customer loyalty and repeat purchases.
Short intro
OFM. formerly known as Only For Men, is a leading retailer focused on high-quality men’s clothing and fashion accessories. With an extensive range of stylish and high-quality products, OFM. positioned itself as a destination of choice for fashion-conscious men. Over the years, the company has expanded its offerings and strategies to meet changing customer needs, with a strong focus on service, innovation and customer loyalty.
OFM’s success story.
Preparations for the peak season. With the approaching rush of Black Friday and the holidays, OFM. no half measures. Paul Wijnhoven, e-commerce manager at OFM., indicates that the team has set up several initiatives to make this peak season the most successful year yet. “This year we want to do everything we can to offer customers an optimal experience,” says Paul. Through projects such as a loyalty program and the launch of the paperless returns process, OFM. boost efficiency and customer satisfaction.
Step towards sustainability: Paperless returns
At OFM. sustainability plays a central role in their business strategy. The company strives to make customers shop more consciously by taking innovative measures.
One of these innovations is the paperless return process that OFM. has introduced. Thanks to the collaboration with Returnless, customers can now register their returns digitally via a QR code, which leads them to a clear portal with clear steps. The goal is to operate completely paperless and completely eliminate flyers and other paper documents. “We not only want to be efficient, but also sustainable,” Paul explains. This digital step ensures that customers can return more easily and at the same time contributes to reducing paper use.
“We not only want to be efficient, but also sustainable. The goal is to operate completely paperless and completely eliminate flyers and other paper documents.”
Cost per item returned for conscious purchases
In addition, there are future plans to introduce return costs per item, something Wehkamp also implemented earlier in early 2024. This approach has led to a significantly lower return rate at Wehkamp, which promotes both sustainability and operational efficiency. By following suit, OFM hopes. encouraging customers to think more carefully about their purchases, with the aim of reducing returns and reducing the company’s environmental footprint.
Loyalty program: A more flexible return policy based on your member status
With the new loyalty program, the OFM Club, OFM. focuses on retaining existing customers by treating them to exclusive benefits. Members of the OFM Club can achieve Silver or Gold status, which, among other things, entitles them to a longer return period of 30 days. Thanks to the integration with Returnless, return terms, such as term and costs, can be automatically adjusted based on membership status. The higher the member status, the more flexible the return policy. “We value our loyal customers and want to continue to reward them,” says Paul. With points that can be redeemed for discounts and privileges, the program focuses on customer loyalty and ensures that customers enjoy their stay with OFM. come back.
In-store returns: More than a parcel point
One of the most customer-oriented aspects of OFM’s returns policy. is the option to have online purchases returned to the store for free with Returnless. “Returning through one of our stores is chosen by almost 30 percent of customers,” says Paul. This offers advantages for both the customer and OFM. “We notice that customers often make more purchases when they return something in the store,” says Paul. This contact moment in the store increases the chance of repeat purchases and makes customers feel more connected to the brand.
“Returning through one of our stores is chosen by almost 30 percent of customers. This offers benefits for both the customer and OFM.”
Integration with marketplaces: More insight into returns behavior per platform
OFM. is active on platforms such as bol.com and To Be Dressed and will soon also be available on Zalando. OFM works to make the return processes for these marketplaces more efficient. together with Returnless, which helps them collect data and analyze return behavior per platform. “We can now respond much better to trends and patterns in returns behavior,” Paul explains. These insights help optimize returns processes and ensure that OFM. can quickly anticipate customer behavior per sales channel.
Future developments
OFM. has ambitious plans for further customer-oriented innovations. OFM. wants to serve customers more personally, both online and offline. With Returnless, they now have access to an integrated system in which customers can immediately request exchanges or receive discount codes during the returns process. These developments ensure that the returns process further meets the customer’s wishes and at the same time increases satisfaction.
OFM. sets a new standard in the fashion industry with their innovative and sustainable returns policy. By working with Returnless as a strategic partner, OFM. can implement customer-oriented solutions, such as paperless returns, an attractive returns policy that fits within their loyalty program, and increase the number of store returns. These initiatives not only strengthen the loyalty of their customers, but also show that sustainability and ease of use can go hand in hand. Thanks to Returnless and their shared focus on customer satisfaction and efficiency, OFM. distinguish itself as a leading player in returns management and customer loyalty.
By Paul Wijnhoven, E-commerce Manager at OFM.
Source: fashionunited.nl
