E-commerce is booming worldwide. In Germany, the special form of teleshopping has also found many fans. This requires true excellence in logistics you might say!
Around 3,300 employees work to ensure that the QVC offers are available to its customers 24 hours a day. To do so, the multimedia retailer operates two separate call centers in Bochum and Kassel and one of the most modern logistic centers in Europe in Hückelhoven.
Master the requirements with special conveyor rollers and conveyor belts
The product assortment of QVC Germany comprises around 25,000 articles and is very broad: With specials for home, beauty and lifestyle as well as fashion and jewelry, they reach more than 95 percent of all German households. This puts special demands on storage and shipping. To make sure everything runs smoothly, conveyor rollers, conveyor belts and electric motors have to meet high demands.
QVC does not only operate via television. Customers do not only order products that are shown on TV, but also products that are additionally offered in media centers and online shops. The change in order patterns leads to a higher complexity in the delivery process. The number of active items per day has increased from 2,000 to 10,000, but customers still expect a very fast and complete delivery.
Rise of returns at Online-Shopping
In most cases, teleshopping is impulse purchasing. This does not only mean that the products ordered have to reach the buyer as soon as possible, it also leads to a significant rise of returns. According to a study of the technology company Bazaarvoice, almost half of German online shoppers (44 percent) send back about every fourth product. 9 percent of the purchasers send back almost half of their orders to the shop.
Dr. Thomas Lindemann, Senior Manager Logistics QVC eDistribution INC. & Co. KG says:
We must be able to rely on sophisticated logistics with solid technology that can withstand continuous use. Every day we send up to 90,000 packages from our distribution center in Hückelhoven, 24 hours a day, around the clock, 359 days per year. Our suppliers have to align with this benchmark. Interroll conveyor technology with its belt conveyors and belt curves plays a decisive role in this system.
Efficient handling in Return management
Returns management is therefore a critical task not only for the administration and accounting of the orders, but also for the treatment of returns. Because the handling of returns can quickly result in high logistics costs. That is why flexible solutions are necessary to ensure the effective and efficient treatment of peak times. As you can imagine, extremely high numbers of returns can be seen after the Christmas shopping season. For example, UPS alone had a record returns volume of five million packages in the first week of January 2016 – 500,000 more than the year before.
As part of the expansion, a comprehensive returns center with Interroll components was developed for the QVC distribution center in Hückelhoven. Here, new returns and rework concepts do not only reflect the growing demand, but demonstrate potential solutions that may well be a model for other providers.