Paint and varnish factory ŚNIEŻKA S.A. is the undisputed leader in its industry, the most recognisable Polish manufacturer in our country. The company has created the following brands: ‘Magnat’, ‘Vidaron’, ‘Senseo’, ‘Beston’, ‘FoveoTech’ and a variety of ‘Śnieżka’ products. The company offers their products in more than 21 countries.
Tasks and goals
Managing the complaint process at a company offering such a diverse collection of products in so many countries, required us to create the right tools. Logito, based on the mechanism of workflow systems proved to be a suitable solution. It replaced and simplified the implementation of the various stages of complaint management and Śnieżka's customer service:
- A dedicated website was launched for individuals where they can register their applications
- Wholesalers make complaints through an order system
- The complaints can be divided into quantitative and qualitative
- On the basis of certain criteria, the value of defective products can be determined
- Customers are regularly informed about the status of their case and the final manufacturer's decision, thanks to text messages or e-mails
- The solution allows automatic reports to be generated
Moreover, the system for managing complaints has been integrated with an IFS platform.
The main advantages for the Client
- Professional complaint process service providing application arrangement
- Decreasing time for service issues
- Easier search for applications and efficient generation of reports and summaries