Hims & Hers uses Retriever to make remote-first work more efficient

INDUSTRY: Pharmaceutical

What Challenge Did Hims & Hers Face With Remote Employee Offboarding?

Hims & Hers made its mark by providing high-quality telehealth and discreet prescription delivery services for people looking to improve their mental, sexual, and physical health. While Hims & Hers customers saved precious time skipping pharmacy lines and doctor’s office wait times, the Hims & Hers team lost hours of theirs preparing shipping labels and mailing empty boxes to former employees to retrieve laptops and monitors.

Victor Meza, Associate Director of IT at Hims & Hers, knew there had to be a better way. After researching solutions, Meza discovered Retriever. “It was a no-brainer for a remote-first company like ours. Before, we had to manually send boxes to each former employee with a return label to get any devices back. It was so time-consuming, all that back-and-forth.”

How Does Retriever Automate the Remote Device Retrieval Process?

Meza hopped on a call with Retriever and got set up in minutes. Now, if a Hims & Hers employee leaves, anyone on the team can submit a return request using their admin dashboard. Within one business day, Retriever creates and sends a shipping label and a padded, environmentally friendly box to the requested address, with easy-to-follow instructions to ensure the device gets back quickly and safely.

Throughout the process, Retriever keeps everyone informed, so no one at Hims & Hers team has to look up tracking numbers and send updates. When a box ships, Retriever notifies the recipient. When a box arrives and when it’s sent back, Retriever notifies the team at Hims & Hers. If a return is delayed, Retriever automatically sends the recipient three reminders, all tested for efficacy to ensure the highest return rate possible.

The kinds of questions that Hims & Hers used to get from former employees about device returns—Can you ship my box to a different address? Can you set up a UPS home pick-up for my laptop return?—now get fielded by Retriever’s customer support team instead.

What Results Did Hims & Hers Achieve After Implementing Retriever?

All that time IT spent managing the once-manual returns process gets redirected to supporting the 800 current employees working at Hims & Hers.

As Meza puts it, “Why would we deal with all that hassle when Retriever can handle it for us?”

Frequently Asked Questions

How does Retriever handle laptop returns from remote employees during offboarding?

Retriever sends the employee a padded laptop return kit with a prepaid, printerless return label, packing materials, tape, and instructions. Retriever also handles employee communications and reminders, provides tracking updates, and offers support throughout the return process.

How quickly does Retriever send a return kit to a former remote employee?

Retriever ships the return kit the same business day when the return request is received by 4 PM Eastern.

What happens if a former employee doesn't return their company laptop?

Retriever can send up to five reminder emails when an employee delays returning a device. IT can monitor the return status and follow up directly when additional action is needed.

Can Retriever ship to international locations?

Yes. Retriever supports international device retrieval and deployment and manages the cross-border logistics, including shipping, customs documentation, duties, and taxes.

How does Retriever notify IT teams about the status of a device return?

Retriever provides tracking updates throughout the return process. Enterprise customers can also use the Retriever Portal to monitor return status in one place.

Is Retriever suitable for remote-first or fully distributed companies?

Yes. Retriever's device return service is designed for companies recovering equipment from remote employees. Retriever handles return packaging, prepaid shipping, employee communications, reminders, tracking, and support so IT does not have to coordinate each part of the return manually.

What types of devices can Retriever recover from departing employees?

Retriever can recover laptops, monitors, and other company-owned devices and peripherals from departing employees. The Hims & Hers case study specifically involved recovering laptops and monitors from former employees.