Růžový slon: Retino Tracking saves up to 22 hours per month and has reduced negative shipping reviews by 30%

About the Růžový slon brand

Pink Elephant is one of the most prominent e-shops for erotic aids in the Czech Republic. It prides itself on discreet delivery, high-quality post-purchase care, and a personal approach. However, with a growing number of orders and international expansion, the demands on parcel management and customer service are increasing.

CHALLENGES – fragmented information, manual tasks, and an overloaded team

Before implementing Retino Tracking, they were dealing with an increased number of returned parcels, especially during their expansion into foreign markets. Customers didn't know what was happening with their shipments, which led to frustration and frequent support inquiries like 'Where is my package?', calls to carrier hotlines, and a lot of time spent waiting to be connected to an operator. They also lacked data from individual carriers, which was scattered across multiple systems.

• Inquiries like 'Where is my package?' took up to 10 hours per month (approx. 150 cases)
• Everything was handled through individual carrier interfaces, reactively and inefficiently
• The warehouse had no overview of returning parcels and couldn't plan shifts effectively
• There was no way to proactively react to delays and prevent dissatisfaction
• Insufficient evaluation of carrier performance

SOLUTION – implementing Retino Tracking

“We have several years of positive experience with Retino, and they allowed us to test the new system and adapt it to our needs. They guided us through every step, and the integration into our existing systems did not disrupt normal operations. What surprised us the most was how intuitive the setup was – no complex configurations, no delays," says Adriana Skotalová.

BENEFITS – less stress, more time, better decision-making

"Thanks to Retino Tracking, we've gained an overview of where errors occur in the process – whether on our end or during delivery. Implementing Retino Tracking had a quick impact on the e-shop's daily operations. The customer support team has a clear overview and can focus on more meaningful inquiries. The shipping department and warehouse know how many parcels are being returned and can plan shifts and temporary staff accordingly," summarizes Adriana Skotalová from Růžový slon.

• 10 hours/month in time savings for customer support
  Thanks to an automatic overview of parcels and available statuses in their own system, dozens of repetitive inquiries are eliminated. Customer service can instead focus on more important requests, saving up to 10 hours per month.
  
• 12 hours/month saved thanks to better warehouse planning
  With an overview of uncollected and returning parcels, the warehouse can effectively plan shifts and operations with goods. The result is a reduced workload for the team and time savings of approximately 12 hours per month, which also leads to cost savings.
  
• 30% reduction in negative shipping reviews
  Thanks to automatic notifications and timely problem resolution, an increase in customer satisfaction was recorded. Not only are customers kept informed, but mentions of delayed shipping in reviews also decreased by an impressive 30%.
  
• Better decision-making thanks to clear data
  Růžový slon now has an overview of carrier reliability, international performance, and the number of delays – which helps in planning expansion and selecting suitable carriers for different markets. With this data, they can evaluate carrier guarantees, decide on their placement in the shopping cart, and negotiate better terms for their customers.
  

Retino Tracking has helped Růžový slon save time, reduce stress for customer support, improve planning, and obtain data that truly aids in decision-making. If you also deal with inquiries like “Where is my package?”, have an overloaded team, or want to improve the post-purchase customer experience, try Retino Tracking.