December 14, 2005, 12:00 AM

GameFly cuts three days off returns processing

Customers used to wait for GameFly to receive back by mail a previous rental before it would ship out a new game. Now FastReturn cuts as much as three days off the mail cycle and enables subscribers to receive new rentals even faster.

Mark Brohan

Research Director

GameFly Inc. is rolling out a customer service program that cuts days off the time it takes online gamers to receive their next rental.

Similar to Netflix in the DVD rental market, GameFly offers more than 3,000 games for gaming systems such as PlayStation2, Xbox, Xbox 360, GameCube, Game Boy Advance, Nintendo DS and PSP.

Customers used to wait for GameFly to receive back by mail a previous rental before it would ship out a new game. Now a program GameFly calls FastReturn cuts as much as three days off the mail cycle and enables subscribers to receive new rentals even faster.

GameFly’s exclusive carrier is the United States Postal Service. Under a new USPS service, GameFly puts a bar code on each envelope gamers use to send back a rental. At the post office once the bar code on a returning game is scanned into the master postal database, GameFly can then download the information in a daily batch file and credit the customer’s account with a return.

“This program provides faster credits and improves customer service,” says GameFly CEO David Hodess.

GameFly is promoting FastReturn to customers in a series of e-mail campaigns. GameFly, No. 227 in the Internet Retailer Top 400 Guide to Retail Web Sites, will also send a customer an e-mail notifying him when his account had been credited with an expedited credit.

 

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