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~ Expandeco ~

Solution: Collection points have no handling with them. What we pay to Expandeco is
Having a collection point means using Expandeco’s local addresses roughly the same amount we save on the shift,” Peter points
and reverse logistics abroad. “It is particularly important when you out.
expand somewhere new where there’s no physical point of contact
with customers, such as a showroom, warehouse or an office,” Throughout the year, the solution was scaled to Hungary, Roma-
Tomáš Vrtík, Managing Partner at Expandeco, explains. nia, Bulgaria, and Croatia: Return rate is steadily under 15%

He and Peter Árva met at a logistics conference, “Tomáš reached Some of the results are:
out, but I was sceptical about outsourcing such a key part of our
logistics chain. It took another three months of back and forth • Return rate, as well as the number of no-shows, is steadily
before we shook hands,” Peter recalls. under 15%.
• In Croatia, returns were cut back by 25% in six months, with-
Pilot: Slovakia accelerated return flow by six days out employing any marketing channels or campaigns.
Companies agreed to test their joint forces in Slovakia. If • Increase in customer satisfaction. “When it comes to aftercare,
successful, it would be replicated to other countries. How did a customer in any given country doesn’t recognize us as
it go? foreign. Their customer experience is fully localized, which
increases trust and retention.”
• Bibloo claimed Expandeco’s address in Slovakia as their point • Money returns were shortened from one week to 48 hours.
of contact for customers to bring returns, request substitu- • Handling returns and complaints are guaranteed within 24
tions and register complaints. hours.
• Every arriving parcel was logged in Bibloo software. “Some • A faster flow of seasonal clothes and accessories.
measures had to be taken in terms of software’s functional- • Negative reviews wiped out, “I’d say by 90%,” Peter recollects.
ity. Bibloo’s development team did a great job, allowing • The capacity of the customer centre cleared.
us at Expandeco to work within one system, efficiently,”
Tomáš adds.
• Peter explains the process: “Any parcel placed at the collection “WHEN IT COMES TO CUSTOMER
point was picked up by the Expandeco team operating in
place. They scanned the return form via phone which meant EXPERIENCE, WE CAN ABSOLUTELY
we had information about the return (and about the cus-
MEASURE UP TO LOCAL ONLINE
tomer!) within 24 hours, or often within hours or minutes
– and we could immediately process it.”
STORES IN THOSE SIX COUNTRIES.”
• Bibloo managed to accelerate both; reverse logistics as well as
communication with its customers.
• The new setup also freed up time for Bibloo’s warehouse work-
PETER ÁRVA, LOGISTICS MANAGER AT BIBLOO
ers: “Parcels arrive beautifully marked and classified. We
“THE AMOUNT OF SUPPORT What’s next?

WE HAVE EXPERIENCED FROM Strengthened by acquiring Urbanstore.cz, Bibloo aims to reach
1,5 billion CZK in customer orders this year. In 33 countries
EXPANDECO FROM DAY ONE where the brand operates, orders grow by 40–70% inter annually.
Reverse logistics will remain one of the key pillars in meeting
these metrics. New collection points are a part of the road map,
HAS BEEN INCREDIBLE, SUCH A Slovenia is next on the list. “We are challenging Expandeco to
join us in every country, where we want to be fully localized,”
SMOOTH COLLABORATION. IT’S Peter sums up. ••

NOT OUTSOURCING – THEY ARE

OUR TRUSTWORTHY LOGISTICS

PARTNER.”

PETER ÁRVA, LOGISTICS MANAGER AT BIBLOO

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