SAP Intelligent Returns Management is Here

Published on LinkedIn October 5, 2021

Great news! We are excited to announce the release of one of SAP’s latest Industry Cloud solutions: SAP Intelligent Returns Management

SAP Intelligent Returns Management is an innovative, AI-based returns optimization solution that helps omni-channel retailers simplify the returns process and make intelligent data-based decisions on how to handle returned goods. With the surge in e-commerce and the resultant boom in global online consumer spending triggered by the COVID-19 pandemic, retailers are looking to implement smoother, more efficient return handling processes to streamline their internal operations, win more customers, and strengthen brand loyalty.

The solution? SAP Intelligent Returns Management

Key Features

SAP Intelligent Returns Management sits at the intersection of cloud ERP and SAP’s Industry Cloud, whose state-of-the-art services are built on the SAP Business Technology Platform. Let’s take a look at some of the key features from the perspective of different stakeholders.

• Intelligent Customer Routing simplifies the E2E experience for online consumers by recommending return options for them based on their location and general preferences, which improves both customer experience and minimizes retailer costs. The consumer also has full transparency on the return lifecycle process and can monitor returns in real-time.
• Intelligent Returns Dispositioning helps warehouse associates manage the returned goods with greater efficiency and consistency. Thanks to the data available, warehouse associates can make smarter and quicker decisions on how to handle goods when they arrive at their return centers (Why were the products returned? Do they need a quality check to certify them for resale?).

• SAP Intelligent Returns Management uses routing and dispositioning decisions driven by artificial intelligence (AI). The Analytics Dashboard gives company executives greater visibility on the end-to-end returns processes to help them make data-driven decisions transparency on how well products are selling, or why certain products are frequently returned (Design flaws? Quality issues?). These insights into the customer experience enable them to make smarter and more sustainable decisions about their product offerings.

Other Benefits for Retailers and Consumers

• SAP Intelligent Returns Management enables you to make intelligent data-based decisions on how to manage returned goods, which can result in a total cost reduction of up to 10% for your business.
• … and a reduced carbon footprint of up to 20%
• Thanks to SAP Intelligent Returns Management seamless user experience, consumers have an increased satisfaction of up to 40%, thus strengthening customer retention and brand loyalty.

We are really excited to launch this great solution to the market, and to move away from a back-end, logistics solution towards an intelligent AI-based solution that sits right at the heart of both cloud ERP and SAP’s Industry Cloud. With SAP Intelligent Returns Management, we are confident that together — in partnership with our partners, customers and stakeholders — we can take retail to the next level.

For more information about SAP Intelligent Returns Management, request access to the product documentation on the SAP Help page, or drop us a question in the comments box. We’re happy to to hear from you.

Find out more about building SAP Industry Cloud solutions here.

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This article was written and published by Joern Keller, Head of SAP S/4HANA Consumer Industries Cloud and Quote to Cash