Shimamura Co., Ltd. Introduces "Recustomer Returns" to Improve Returns Experience on Official Online Store

Recustomer Inc. (Headquarters: Chuo-ku, Tokyo; Representatives: Yasuhito Shibata, Shota Tsujino; hereinafter "Recustomer") is pleased to announce that "Recustomer Returns" has been implemented on the "Shimura Group Official Online Store Shimamura Park," operated by Shimamura Co., Ltd. (Headquarters: Saitama City, Saitama Prefecture; Representative Director: Iichiro Takahashi; hereinafter "Shimamura").

Background of Implementation

In recent years, the importance of online purchasing experiences has grown alongside in-store shopping experiences in the apparel industry. Shimamura has also been strengthening its online store while leveraging its strengths centered on physical stores, and improving the post-purchase experience has become a key theme.

Returns, in particular, have presented challenges due to increased handling time and operational burden. Although the company is currently expanding its system to handle these issues, a shift to a more efficient and customer-friendly system is required in anticipation of future online usage growth.

Against this backdrop, "Recustomer Returns" was introduced, valued for its ability to complete the returns process online and its intuitive UI/UX, which is expected to reduce the burden on both customers and businesses.

Expected Effects

Reduction of operational burden through online returns processing

By transitioning from phone-based returns inquiries to an online completion flow, the burden on customer support will be reduced, and the quality of service will be standardized. This will build an operational system that relies less on human resources and can accommodate future online usage expansion.

Realization of an easy-to-understand returns experience for customers

By allowing customers to confirm return eligibility and complete procedures online, they can proceed smoothly without confusion. This will reduce post-purchase anxiety and stress, creating an environment where customers can purchase with confidence.

Promotion of online purchases through optimization of the post-purchase experience

Improving the post-purchase experience, including the returns process, lowers the psychological barrier to purchase by providing the reassurance that "returns are possible," leading to increased use of the online store. Recustomer's data also shows a trend where optimizing this post-purchase experience leads to a 2.15x increase in LTV on average.

Press release here: https://prtimes.jp/main/html/rd/p/000000105.000046039.html

Future Outlook

Recustomer will continue to support Shimamura's online store operations and further optimize the post-purchase experience.

We will support the improvement of customer experience starting from the post-purchase experience and the sustainable business growth of EC operators.

About the Post-Purchase Experience Platform "Recustomer"

Recustomer is a post-purchase experience platform that enhances the post-purchase experience and creates customer touchpoints. Specifically, it offers five services: "Recustomer Delivery Tracking" which tracks orders and notifies of estimated delivery dates; "Recustomer Returns/Exchanges" and "Recustomer Cancellations" which automate returns, exchanges, and order cancellation operations; "Recustomer Trial Purchase" which enables trial purchases; and "Recustomer Reservation Purchase/Restock Guarantee" which realizes flexible sales methods through patented re-authorization technology. By providing a special post-purchase experience, we aim to improve user experience and support the sales growth of EC businesses.

Service site URL: https://recustomer.me/

Recustomer Inc. Overview

Company Name: Recustomer Inc.

Representative Directors: Yasuhito Shibata, Shota Tsujino

Business Activities: Development and operation of the post-purchase experience platform "Recustomer"

Established: March 2017

Location: Ginza Quint 8F, 5-14-1 Ginza, Chuo-ku, Tokyo