How a Global Technology Brand Added $10M in Annual Sales While Reducing Overhead by $1.2M

A global technology brand faced growing challenges serving Canadian customers from a U.S.-based operation. Custom device configuration, fulfillment, returns processing, and end-of-lease asset management were all handled through facilities outside Canada, creating shipping delays, increased transportation costs, and unnecessary carbon emissions.

The company also lacked an efficient way to process returned and end-of-lease devices within Canada, limiting resale opportunities and reducing the value recovered from returned inventory. These constraints affected customer experience, profitability, and the organization's ability to support continued growth within one of its fastest-growing market segments.

Serving Canadian customers from the U.S created operational inefficiencies across the fulfillment and returns workflows. Products frequently crossed international borders multiple times before reaching customers, increasing transit times, transportation costs, and environmental impact.

At the same time, the organization faced challenges processing returned and end-of-lease devices within Canada. Without localized refurbishment and reverse logistics capabilities, returned products were often disposed of or sold for significantly reduced value, limiting recovery opportunities and increasing waste.

The company needed a scalable approach that could improve fulfillment speed, support asset recovery, and reduce the operational and environmental costs associated with cross-border product movement.

The company recognized the need to establish a localized operating model capable of supporting both growth and sustainability objectives within the Canadian market. Leadership sought a strategy that could improve delivery speed, reduce transportation costs, and create a more efficient customer experience while supporting future expansion.

Establishing local processing and recovery capabilities would help reduce unnecessary cross-border shipping while improving the recovery value of returned and end-of-lease products. Greater control over fulfillment and asset recovery processes would also strengthen the company's ability to compete for new business opportunities throughout Canada.

ReturnPro provided localized device configuration, fulfillment, refurbishment, and reverse logistics services through its Ontario, Canada returns facility. The solution integrated directly with the client's existing systems and enabled devices to be configured, processed, and shipped within Canada.

In addition to supporting customer orders, ReturnPro implemented refurbishment and recommerce processes for returned and end-of-lease devices. Returned assets were evaluated, refurbished when appropriate, and directed toward secondary market and reuse opportunities that maximized product value while reducing waste.

This localized approach reduced shipping complexity, accelerated fulfillment, improved asset recovery, and supported a more sustainable device lifecycle strategy.

The company's Canadian sales organization projected up to $10M in annual sales growth, supported by faster fulfillment capabilities and an improved customer experience. Local processing and fulfillment operations reduced overhead costs by $1.2M while significantly improving service levels. Average transit times were reduced to 2.6 days, helping the company consistently meet customer delivery expectations across Canada.

The program also reduced transportation-related emissions by 52% through localized fulfillment and reduced cross-border product movement. At the same time, the program increased the value recovered from returned and end-of-lease devices while supporting broader sustainability objectives.

These improvements enabled the company to expand its Canadian market presence while creating a more efficient and sustainable approach to serving customers and recovering value from returned assets.

Key Results

• Improved customer experience through faster local fulfillment
• Expanded refurbishment and recommerce capabilities for returned devices
• Increased recovery value from returned and end-of-lease assets

Following implementation, ReturnPro continued enhancing processing capacity and service capabilities to support growing demand within the Canadian market. These efforts helped the company strengthen service levels, improve operational efficiency, and support continued growth.

Over time, the organization established a more scalable operating model that continues to support long-term growth and sustainability objectives.