In 2022, DIS-CONNECT, a specialist in optimizing tradeIN processes, took on the challenge of revamping the tradeIN program of a major German retailer. After a detailed analysis, they identified several critical areas for improvement, such as the lack of an online tradeIN feature and inefficiencies faced by store staff using outdated systems.
DIS-CONNECT implemented a new approach, integrating tradeIN options as a key tool to boost conversion at various customer touchpoints including checkouts, newsletters, and marketing campaigns. This led to a streamlined tradeIN experience across all retail locations, significantly increasing conversion rates.
The retailer in this case operates across Germany with a network of over 550 stores, offering a range of digital services. The company has made sustainability a central part of its strategy through initiatives like tradeIN programs, aiming to extend the lifecycle of electronic devices and support a circular economy.
As part of its commitment to these goals, it is hosting an event focused on environmental, social, and governance (ESG) practices, showcasing DIS-CONNECT’s newly integrated AI-driven tradeIN solution for both in-store and online transactions.
Improving in-store efficiency and assessment accuracy
DIS-CONNECT's innovations have significantly optimized the retailer’s tradeIN process across its stores
Process efficiency:
- Before: Evaluating devices took 10-20 minutes and involved 14 detailed questions.
- After: This process has been cut down to 2-5 minutes, through programmatic application or 5 simple questions that can be replied by everybody, or even less if customers pre-test their devices at home.
Assessment accuracy:
- Before: The tradeIN evaluation process had a 15% discrepancy in valuation, affecting the tradeIN offers.
- After: DIS-CONNECT's optimized workflow has brought this discrepancy down to 0%, ensuring precise assessments and better value for customers.
Enhanced customer engagement and experience
Beyond internal improvements, DIS-CONNECT’s solutions have enhanced the overall customer experience:
- Before: TradeIN programs did not significantly drive store traffic, as customers could only start the process in-store.
- After: DIS-CONNECT introduced a QR code-based system that allows customers to begin their tradeIN process online before visiting a store. This new functionality has been promoted through digital channels like email and newsletters, increasing pre-qualified leads for in-store visits.
A holistic approach: flexibility and sustainability
DIS-CONNECT's approach goes beyond efficiency to include customer-friendly solutions and sustainable practices.
Their flexible model works across both online and in-store channels, ensuring seamless customer interactions. This holistic strategy has led to quicker processing times, reduced financial risks, and increased revenue opportunities through up-sell offers.
Moreover, DIS-CONNECT supports the retailer’s sustainability objectives by managing tradeINs for devices in various conditions, including damaged ones, thus contributing to a circular economy and reducing e-waste.
Digital integration for a seamless tradeIN experience
DIS-CONNECT has successfully integrated its solutions with the retailer’s digital and physical sales channels:
- Online Journey: Customers can initiate tradeINs during their online shopping experience, receive instant quotes, and complete the tradeIN at checkout.
- POS Integration: Store employees use intuitive interfaces that streamline the tradeIN process, ensuring a smooth and efficient customer experience.
DIS-CONNECT’s expertise in optimizing tradeIN programs, as exemplified in this case, makes them a key player in the secondary electronics market, driving both sustainability and operational excellence.
Market
Trade-in
Repair
Refurbishing
