All Foundries

Commodity Management & Trading

Transforming trading ecosystems through data-driven insights and secure, agile platforms that empower global commerce.

Customer & Marketing Strategy

Reimagining customer engagement with personalized, connected experiences that build trust and long-term value.

Digital Engineering

Turning ideas into scalable digital solutions—accelerating transformation through design, technology, and engineering excellence.

Station Studio

Redefining mobility hubs with digital innovation to create smarter, sustainable experiences for people and businesses on the move.

Supply Chain & Industry 5.0

Building resilient, intelligent supply networks that anticipate change and deliver efficiency with purpose.

Sustainability

Driving responsible innovation to help organizations achieve net-zero goals and create a positive impact for future generations.

Physical AI

Physical AI gives machines, robots and physical operations the ability to perceive their environment, decide what matters and act in real time. Factories, plants, stores and infrastructure become systems able to sense conditions, learn from them and improve on their own, closing the gap between the physical and the digital world.

Next-Gen Infrastructure

From networks as infrastructure to connected platforms that enable critical, autonomous and intelligent operations.

Retail

From satisfaction surveys to EBITDA: closing the loop on customer pain points

A department store retailer in Mexico turned a biannual NPS programme into a closed-loop customer listening mechanism, connecting feedback to pain-point initiatives and incremental EBITDA.

From satisfaction surveys to EBITDA: closing the loop on customer pain points

Retail

Unified returns management

A retailer processing more than two million returns a year moved from channel-specific workflows toward one digital returns system. The initiative connects request creation, status tracking and routing across sales and return channels.

Unified returns management

Contact

Unified returns management

2M+

Annual return processes supported.

>40 %

Potential share of return orders.

Unified solution across all channels.

Digital

Requests and status tracking connected.

A fashion merchandiser prepares distinct seasonal clothing assortments at a fulfillment packing station.

From channel-specific returns to one digital returns system

Channel-specific return flows created inconsistency, manual handling and slower customer resolution across a high-volume retail operation.

Objectives

Modernize and simplify product returns across every sales channel, improving operational efficiency while reducing errors and time to resolution.

Opportunity

Create one digital return journey that can remove channel inconsistencies, streamline handling and extend digitization to more than 40 % of return orders.

Returns had become a multichannel operational burden

At more than two million processes a year, variation between channels made every manual step harder to govern consistently.

Key Challenges

1. Different paths by channel:
Each sales channel followed its own return flow, creating inconsistent handling.

2. Manual handling and rework:
Manual steps increased exposure to errors and repeated work.

3. Fragmented journey handoffs:
The initiative needed a coherent journey for customers and store teams from request to resolution.

4. Slow resolution at scale:
Handling complexity slowed resolution in a process operating at high annual volume.

Solution

One digital returns flow across every channel

NTT DATA diagnosed the process gaps and designed a unified low-code solution that connects return requests, status visibility and routing.

Flow diagnosis

Mapped return steps, pain points and inconsistencies between channels.

Journey redesign

Designed customer and staff journeys for a coherent digital return experience.

Digital requests and tracking

Deployed return-request forms and status tracking across the process.

Automated routing and processing

Designed routing and processing logic to reduce error exposure and handling time.

Impact

A scalable foundation for digital returns

The retailer established a single solution for all sales and return channels, designed to support more than two million return processes a year. The solution creates the potential to digitize over 40% of return orders and supports faster resolution with fewer handling errors. Quantified improvements in resolution time and error rates were not provided.

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