TalkTalk and Ingram Micro Lifecycle have been working together for the past 17 years. This strategic and collaborative relationship utilizes a strong returns and refurbishment program of CPE (Customer Premises Equipment) to improve service delivery and enhance customer experience.
Increasing the volume of devices shipped that are refurbished, instead of new, fits into sustainability objectives that TalkTalk is already moving towards with delivery by electric vans. As part of this ongoing commitment, processes were streamlined to enhance automation, returns handling, and customer communications.
As a result, TalkTalk has seen a 2000% increase in products refurbished weekly. Daniel Hough, the Reverse Logistics Senior Planner leading the project at TalkTalk, was named the Sustainability Hero at MiMA 2023, in recognition of the success.
Speaking of the project, Daniel said,
Over the past two years, we’ve worked collaboratively with Ingram Micro to increase our refurbishment rates. As a result, we’re seeing demonstrable reductions in CO2 emissions - a huge achievement for our sustainability efforts. I’m so proud of the progress we’ve made today and the recognition our work has received.
To build on the foundations in place, TalkTalk, through their work supported by Ingram Micro Lifecycle, aims to further increase the volume of refurbished products achieved, as well as the use of sustainable packaging and local recycling opportunities.
