Retailers used to stand out using the in-store shopping experience, location and price, but e-commerce has changed the game. Now, merchants are turning to the customer experience (CX) to compete in the digital marketplace.

The post-purchase experience is often where a company’s CX strategy delivers its greatest value. To maximize this value, commerce data solutions company Inmar Intelligence has formed a joint venture with Doddle, an international provider of e-commerce solutions.

Operating under the Inmar brand, the new company offers end-to-end, post-purchase solutions and analytics for brands, omnichannel retailers, pure-play e-commerce retailers and parcel carriers. By combining Inmar’s technology and nationwide network of returns processing centers with Doddle’s returns platform and experience in developing pick up/drop off (PUDO) networks, this new entity promises frictionless delivery and returns experiences for shoppers and merchants, while offering carriers new growth opportunities.

Benefits include:

• Transforming superior customer experience into a key competitive differentiator. Retailers can offer shoppers more options for deliveries and returns, ensuring a positive experience and improving customer loyalty. 
• Adding value across the supply chain through cost reductions. Prevent margin erosion through intelligence-driven returns dispositioning while improving visibility and insights into the returns process.
• Improving sustainability. The end-to-end process keeps returned goods in commerce and out of landfills while reducing the consumption of fossil fuels and carbon emissions through its nationwide network of returns processing facilities.
• Accelerating time-to-value. Retailers and carriers take control of returns without diverting resources from their forward-moving supply chains. 

The solutions will run on Inmar’s ProductLifecycle Cloud.