USE CASE Decathlon France

The most efficient return rate all over the world!

To preserve its status as a leader on the market, Decathlon France continuously implements out of the box solutions to sustain its rank on the market.

Olea and her team helped Decathlon France to score the highest performing return rate among all the BUs in its latest product recall campaign.

Background

Olea, a complete product recall solution, has revolutionized the product recall process at Decathlon.

The product to be recalled was: Snowboard Bindings from the Wedze brand. A target of 900 customers was identified during the recall.

Operational and results

Olea has worked closely with Decathlon by acting on the three key success factors of a product recall:

Inform the target

Olea was able to reach 899 clientsOlea was able to reach 3 days! 3 channels were used;
SMSes and emails campaigns containing a link (online questionnaire) to inform about the product recall and the solutions offered. Phone call campaigns to reach the audience that did not interact.

Propose a solution

Taking into account the situation of each client, Olea proposed for each client the best-suited solution. The solutions took two forms:
Exchange in store Cash compensation

Post-recall monitoring, control, and review

Thanks to the Olea digital platform, continuous monitoring of the recall progress and the follow-up of each customer file marked these figures:
64% opening rate of emails and SMSes 56% responded to the questionnaires 31% returned the product to the store