Welcome to RealLog, where we share authentic stories from the field. Today's story features a women's underwear brand that has been beloved for years.
This brand, known for its comfortable fit and meticulous attention to detail, has gained popularity among female consumers and maintains a strong presence through regional brick-and-mortar stores and online marketplaces. The convenience of online shopping has particularly attracted many customers to their e-commerce platform.
As online sales grow and order volumes increase, customer inquiries and complaints typically rise proportionally. This brand faced similar challenges, receiving complaints such as "I received the wrong size," "Some items from my multi-item order were missing," or "I received products in the wrong design."
Traditionally, when such issues occur, companies process returns or refunds and absorb the associated costs. This happens because there's often no clear way to establish accountability, and occasionally customers file claims with malicious intent. However, this brand implemented a system where simple video sharing allows CS representatives to resolve issues without stress while ensuring customers understand the situation immediately.
Real-time Advanced Video Documentation System for each order strengthens the brand experience for both franchise partners and customers! Let's explore this solution in detail.
This brand operates two distinct shipping processes from their distribution center: offline shipments and online shipments. Offline shipments go to regional franchise stores and typically involve bulk quantities of multiple products.
Online shipments fulfill direct customer orders from their proprietary e-commerce platform. These shipments involve smaller quantities than offline shipments but require meticulous quality control since they go directly to end customers.
For offline franchise shipments, identical products are often packed in single boxes with dozens of items shipped simultaneously, making individual product filming impractical. However, to maintain smooth communication with franchise partners, recording videos that directly confirm products and quantities during shipment was essential.
The solution maintains operational efficiency while using simple automated filming to record shipment volumes to franchise stores by order. When shipping diverse product types in large quantities, maintaining field efficiency while automatically recording videos is crucial.
Conversely, products ordered through the online direct-to-consumer platform require more sophisticated quality control processes since they ship directly to customers. This brand conducts individual inspections based on customer-specific order details, ensures incorrect products aren't packaged, and records the entire packaging process of order-appropriate products.
Rather than simply performing textual inspection actions, they record videos that customers, logistics workers, and CS representatives can visually verify.
For offline store shipments requiring high-volume filming, they choose relatively simple filming methods. For online shipments, they use inspection-type filming where individual product scan values are recorded in real-time on packaging videos, clearly confirming that each product was accurately inspected and shipped.
This brand strategically configures offline and online order processing according to their respective logistics workflows, recording videos to enhance efficiency while enabling rapid inquiry response.
Beyond operational improvements, they actively communicate their commitment to safe delivery through their website to build customer trust. In e-commerce environments where consumers naturally worry about shipping errors or missing items, demonstrating dedication to transparent shopping experiences and secure delivery through technological solutions significantly reduces anxiety and enhances customer satisfaction.
Through long-term partnership and optimizing filming methods for field conditions, major issues were minimal. However, recent site visits revealed areas requiring additional feature configurations. Since addressing customer pain points according to field processes takes priority, we dedicated time during this visit to directly identify and improve field-level inconveniences.
Specifically, we assisted with video inversion settings in the filming program to help video reviewers more conveniently verify footage. Without requiring changes to worker workflows or equipment, we configured video inversion within the program to ensure videos display correctly rather than upside-down.
Through field visits, we identified customer challenges and enhanced convenience through internal program features.
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When claims or inquiries arise from sales channels like offline franchise stores or online marketplaces, rapid and accurate problem identification and response are essential. Such systematic response systems can increase customer loyalty long-term while maximizing franchise operational efficiency.
We hope this RealLog provides valuable insights for businesses simultaneously managing offline store and online customer shipments to improve their customer service.
