At the Forefront of Logistics [Client Case Studies] Behind the scenes of logistics reform with client companies who have solved their problems

Pickup and Delivery Service for Product Repairs – Returned in as Quick as 3 Days Same-Day Collection Means Products can be Returned in as Little as 3 Days Canon Marketing Japan Inc. (Reporting and editing by Nikkei BP Consulting Inc.)

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Chapter-07. Reducing Packaging Waste Footprint by Utilizing Returnable and Reusable Packaging Materials Helping to Strengthen the Canon Brand

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Another achievement realized since Canon MJ and Yamato Group joined forces is the use of returnable packaging materials that can be reused numerous times. This service was developed based on feedback from actual customers.

Although many digital camera owners send in their digital camera for repair using the box the camera came in, when it comes to sending a larger item such as printer, no one usually keeps the bulky original box and shock-absorbing materials. For this reason, the customer would need to figure out a way to re-package the printer in order to send it off for repairs. Even after the printer made it off safely, the next problem would be added waste resulting from using another cardboard box to send the repaired printer back.

The Call Center has always received customer feedback such as "Can the cardboard box issue be dealt with?" From an environmental conservation standpoint, the company wanted to phase out cardboard boxes. As such, the Yamato Group solicited assistance from Yamato Packing Technology Institute Co., Ltd. and together developed a printer container that utilizes a returnable packaging material called Neco fit.

Returnable packaging materials are available at each of the 70 branch offices throughout Japan. Once a repair request is received at Canon MJ's call center, information gets relayed to Yamato Transport through an electronic data interchange (EDI) in about one hour from 10 am, the deadline for same-day delivery. Following this data, the main outlet prepares the shipping invoice for collecting the package from the consumer's home and shipping it to the repair facility. Then the shipping invoice along with an empty returnable packaging material is sent off to the consumer's home. The returnable packaging material can be reused about 80 times.

Canon MJ manager Aoki comments that "This product helps improve customer satisfaction as we were able to address consumer desire to eliminate cardboard boxes and allows us to project an environmentally conscious corporate image. Not only that, but it has also helped us reduce costs." However, as of now, only about 30% of all repair service shipments can be collected using the returnable packaging material (as of December 2010). Aoki further emphasizes that "I would like to make it 100% returnable in the future."

For Canon MJ, after-sales services have evolved into a progressive marketing tool that improves customer satisfaction. "The provision of highly transparent repair services at a processing speed that exceeds our competitors as well as pick up and shipments that yield zero waste, together help solidify Canon's brand image. It is the responsibility of the manufacturer to establish an even better customer support system. At the same time, the company also needs to cut costs," explains Manager Aoki on the Canon MJ's future goals. As for the Yamato Group, perhaps Canon MJ will require even closer collaboration sometime down the line.

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About the Yamato Group

The Yamato Group includes the following companies: Yamato Transport Co., Ltd., which has developed an express delivery network nationwide; Yamato System Development Co., Ltd., which develops and operates diverse IT solutions including data centers; Yamato Home Convenience Co., Ltd., which transports and sets up consumer electronics, household goods, and machinery that cannot be transported via express delivery; Yamato Logistics Co., Ltd., which specializes in domestic and overseas logistics outsourcing; Yamato Financial Co., Ltd., which provides settlement services; and others. These companies pool their talents, which encompass "information, logistics, and settlement", to provide optimal solutions from a comprehensive perspective to the problems of client companies.

Click here for an overview of Yamato Group's operations　About Yamato Holdings Co., Ltd.