EPAM Transforms a Returns Platform for a Leading Global Retailer

Improving Availability & Scalability to Enhance the Customer Experience with the Power of AWS

At a glance

STRATEGIC PARTNER

SERVICE

Cloud

INDUSTRY

Consumer Packaged Goods & Distribution

A leading global retailer wanted to improve the customer experience by updating its returns platform. The retailer worked with EPAM and Amazon Web Services (AWS) to modernize the platform and the entire return order lifecycle, including intake, processing, closure and refunds. With the new platform in place, the company streamlined the processing and execution of returns, significantly boosting customer satisfaction. With improved availability by 30% and reduced recovery times from hours to minutes, the retailer now has a modern solution that is scalable and reliable.

MODERNIZING RETURNS

Tackling Complexities to Redefine the Returns Process

For enhanced customer experience, the retailer wanted to address several aspects of the returns process. Customers couldn’t always request returns or refunds couldn’t be processed in a timely fashion. The existing platform was integrated with different teams and solutions, which led to complex dependencies and lack of resiliency against network and infrastructure failures. Additionally, most setups and configurations were completed manually, which led to accidental errors and required substantial engineering efforts to be resolved. The system was also difficult to scale and struggled to handle high loads during peak seasons. Finally, insufficient observability made maintaining and supporting the system challenging.

The leading retailer turned to EPAM for help in providing a more modernized platform that addressed these challenges — from intake and processing to closure and refunds. Leveraging the scalability and reliability of AWS, the teams worked together to transform the returns process.

Project Highlights

Improving Fault Tolerance

Integrating Downstream Services

Enhancing Observability

Enabling Automation

Improving Scalability

Results

Improved availability by 30% by reducing single points of failure through replication and redundancy

Reduced recovery times from hours to minutes by optimizing support and maintenance, ultimately cutting maintenance costs from 10 man-hours a month to two man-hours a month