Frederick's of Hollywood Inc., a lingerie maker that in January emerged from Chapter 11 bankruptcy, has opted to use Newgistics Inc.'s SmartLabel product to improve customer service and streamline the returns process, it was expected to be announced today.
The service lets Frederick's customers detach the prepaid, preaddressed, bar-coded SmartLabel from their order summary, stick it on the package and drop it in a mailbox. The bar code links the package to the customer's invoice and offers package visibility early in the returns process.
“Catalog and online orders account for a very large percentage of our business, so it is very important that our returns program be both easy to use and efficient,” said Mark Reidel, vice president of operations at Frederick's.
The SmartLabel service brings with it SmartLabel OnDemand for customer service representatives to e-mail or mail customers a replacement label. Newgistics, Austin, TX, claims that retailers see a 70 percent use rate of the SmartLabel service within 120 days of launch.
