With over 500 employees in Europe and more than 21,000 products in the areas of entertainment merchandise, music, gothic, streetwear, fun stuff, posters and accessories, EMP is Europe's number one multichannel retailer for rock and entertainment merchandising.
Founded in 1986, the company with headquarters and central logistics in Lingen (Ems) supplies rock and entertainment fans in 17 countries and ships millions of parcels worldwide every year. To make the returns process even more convenient for its customers, EMP banks on digital solutions.
Returns to EMP had previously been processed manually. Also the subsequent handling of returns and exchange requests, consisting of their recording in the logistics department and their processing in the service centre, did no longer match the best practice of a modern e-commerce company.
In order to optimise this process, EMP commissioned dotSource with the development of a future-proof digital solution. The aim was to create an online platform that enables easy and quick processing of returns, thus setting new standards in terms of customer service.
The project team developed a PHP-based service application that provides interfaces to the existing ERP system and to the current EMP online shop.
This stand-alone platform receives all orders from the ERP system and transfers possibly returnable orders to the shop, provides reasons for return and records returns from the shop to pass them on to the ERP system, enabling fully automated data exchange with the logistics system.
It operates easily and quickly with considerable data sets. Due to the platform’s loose implementation and a distributed database structure, the amount of processable data is further linearly scalable if necessary. Thanks to its structure, the portal can also be expanded as needed at any time. Moreover, connecting the portal works independently of any e-commerce system. All this makes the returns portal a versatile digital solution that ensures optimal service and the highest convenience for EMP’s customers.