Business intelligence solution boosts profit protection at Footasylum

The video surveillance system, comprising network video cameras in packing areas and using cloud-based analytics, now allows delivery queries to be checked and verified at the click of a button, representing significant savings while greatly improving the customer experience.

A fashion streetwear and sportswear retailer with over 65 stores across the UK, Footasylum has upgraded its legacy video surveillance solution to help transform distribution services, providing full visibility and accountability for packed and dispatched items and related transactions.

Replacing a dated legacy analogue solution with no tracking capabilities means that Footasylum’s customer experience staff no longer have to undertake the time-consuming task of manually searching for order details (a process that could take up to 30 minutes) in the event of a customer dispute.

Chris Shelmerdine, warehouse profit protection manager at Footasylum, explained: “We ship a great number of parcels from our warehouse directly to customers on a daily basis. Our biggest challenge has been that many customers would send us queries about parcels, notably that items were missing from their deliveries. This was of great concern.”

Greater overview required

Lacking vital proof that an order had been picked, packed and dispatched correctly with a courier left Footasylum with little choice but to refund orders time after time, resulting in monetary losses. The profit protection team needed a greater overview of the packing and delivery process such that they could understand where problems were occurring and realise full accountability.

The new system provides evidence of all transactions backed by high-quality video which can be retrieved immediately when required and then securely shared on an instant basis with all relevant parties.

Paul Green, head of UK sales at Morphean, informed Security Matters: “Footasylum wanted to streamline its operations and ensure that it could deliver a better service for customers. The new transaction checker solution gives Footasylum the ability to link packing processes to video data. This provides accountability and security for each and every order. It’s a great result for Footasylum in terms of the business being able to reduce missing item queries by 50% and increase its delivery success rate by 25%.”

In conclusion, Chris Shelmerdine observed: “Every team has benefited from this solution, from the customer experience team right through to the profit protection team. The customer is at the heart of what we do, though. Most importantly for us, the customer experience has improved. We pride ourselves on delivering excellent products and giving the consumer the most convenient and hassle-free experience we possibly can. Morphean’s transaction checker solution has helped us to achieve this.”

*Watch the Case Study video and discover more about Morphean’s transaction checker tool at Footasylum

**Further information is available online at www.morphean.com