Retino for SCONTO Furniture Automates, Simplifies, and Streamlines Reverse Processes

The Problem

Managing claims was complicated and not always effective, because claims were processed through an email inbox where a single account handled not only customer claims but also communication with department stores and suppliers. At the same time, it was not easy to monitor and delegate the work of claims technicians.

The Solution

Retino provided a robust system that SCONTO configured precisely to its requirements and needs. As a result, the resolution of all cases is efficient, and work is distributed much more effectively among the responsible individuals.

The Impact

• Customers can now track the status of their claims
• The successful resolution rate for phone requests increased to nearly 100%, while the number of such requests decreased
• Customer care productivity increased
• Customer satisfaction improved

SCONTO Furniture, with its eight stores and tens of thousands of square meters of retail space, is one of the largest sellers of furniture and home accessories in the Czech Republic. For more than 30 years, the brand has helped several generations of customers make their homes cozier. It offers a wide selection of products in various styles and price ranges, from starter apartment furnishings to exclusive furniture. The main priorities are high stock availability and professional customer service.

How does SCONTO Furniture work?

SCONTO allows customers to order the entire range of products directly online on its official website. Customers can see which goods are in stock or at which of the nearest stores they are displayed. Claims cases include, for example, claims for defective parts or damage during transport. A claim can be filed not only through the Retino portal but also by mail or in person at any store in the Czech Republic.

What was it like before Retino?

• Claims were processed through an email inbox, where customer claims, communication with department stores, and communication with suppliers all landed in a single account. Everything was disorganized, not to mention the volume, which the email inbox couldn't even back up.
• The problem was that a single claim was often handled by several employees. 
• Distributing work was complicated based on a timeline, which in practice proved to be not only confusing but also unfair.
• Colleagues from other stores could not see the communication that the claims department had with customers. When a customer came to a department store to inquire about the progress of a claim, they were referred only to brief internal notes in the relevant purchase agreement.
• In the event of an inspection by the Czech Trade Inspection Authority (ČOI), employees always had to request an extension to provide documentation, which was scattered 'in multiple places' from the email inbox to various notes.
• Processing financial refunds was administratively complex before Retino.
• The process of assigning claims to service technicians was complicated because it involved too many steps, from filling out a form to monitoring email responses.

The Situation with Retino

Thanks to the implementation of Retino, the handling of all claims is highly efficient, even in a company as large as SCONTO. The new processes are fast, clear, and automated to the maximum extent possible, which also benefits the customers themselves.

• SCONTO configured Retino according to its own specifications and criteria, which confirms its excellent flexibility.
• Using Retino is simple, intuitive, and clear for employees.
• Similarly, distributing work among 'agents' is simple and fair, including the ability to get an overview of a given agent's 'performance'.
• SCONTO now has the ability to set up response templates, claim resolution statuses, or activities, for example.
• 'Preview' Retino accounts are also available to all department stores, so anyone from a warehouse worker to an information desk employee can at any time see what was discussed with the customer, including all communication (both external and internal). All communication between Sconto and the customer is in one place.
• Customers can track the status of their claims, which has reduced the load on the phone line, where people previously often called to ask if their claim had been processed.
• SCONTO praises the processing of financial refunds, where it's enough to just check the correctness of the entered items, 'tick them off', pack them into an ABO file, and send it to the accounting department. There's no need to print, sign, or scan anything.
• Through a so-called 'activity,' a task can be assigned to a specific case for any colleague with a registered account. Previously, this had to be handled via email.
• During an inspection by the Czech Trade Inspection Authority (ČOI), which has already occurred several times, inspectors immediately receive the complete documentation (communication) for the given case, as the account is set up with the option to print the case to PDF.
• Before Retino, the claims department sent claims to service technicians using a special form. This form had to be filled out; now, everything is handled simply by adding a tag. Moreover, technicians can view the case anytime from their phones.
• Each month, a report of processed cases is generated with an overview of the most important data for that month.

Impacts

• Retino provides a sophisticated solution for claims that significantly simplifies the work not only for the entire claims department but for virtually all other employees as well.
• Better information availability for both employees and customers.
• Digitization of processes, no need for unnecessary printing.
• Automated and continuous feedback collection.
• Saving telephone line capacity.
• Better work distribution.
• Efficient refund processing.

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