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.
“We want to have an overview of what happens after a package is shipped. The customer experience is far from over at that point.”
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.
“When we wanted to evaluate which carrier was more reliable or faster, we lacked a simple way to get an overview of things like the rate of undelivered parcels, delays, or problems in specific regions.”
“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.
"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.
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.
Kilpi's experience shows that implementing Retino Tracking brought significant benefits: a reduction in undelivered parcels by up to 44%, a 7% increase in customer satisfaction, and noticeable cost savings.
Retino has become a true 'gamechanger' for processing returns and claims. Everything takes place in one location, so Kulina's employees no longer need to painstakingly track down information from multiple sources.
The Problem Managing claims was complicated and not always effective, because claims were processed through an email inbox where not only customer claims were handled within a single account, but also communication with department stores...