Saltå Kvarn improved customer care with digital compensation

From paper vouchers, stamps and envelopes to be posted to a simple click on the computer. Saltå Kvarn has saved both time and money by switching to the digital complaints service Customer Care – and gained even happier customers in the process.

Challenges

Complaints handling was entirely analogue, with paper vouchers and post

The process was time-consuming even though few complaints came in each year

The vouchers had a fixed value, which made compensation less flexible

Unused, printed vouchers past their expiry date had to be discarded every year

Goal

Digitise the entire complaints flow

Save time for the staff who handle consumer contact

Be able to adapt the value of compensation to each individual case

Give customers faster and smoother service

Strategy

From paper to digital

"We sent out paper compensation vouchers by post to customers who had complained about a product. The vouchers had a fixed value of SEK 50," says Jonna Niiranen, finance assistant responsible for consumer contact at Saltå Kvarn. The process required emailing the customer, printing vouchers and cover letters, putting them in envelopes, franking and posting – time-consuming even though the number of complaints was small.

Solution

Baked goods alongside bags of Saltå Kvarn flour

One minute instead of a lot of manual work

At the end of last year, Saltå Kvarn switched to Clearon's Customer Care service. "It's a huge difference compared with handling paper. Today, it doesn't even take a minute to send the voucher from the system to the customer," says Jonna. "It's also a very simple and smooth system that was easy to learn."

Full traceability

"If a customer gets in touch and hasn't received their voucher, all I have to do is go into the system and check whether the voucher has been redeemed or not," explains Jonna. "It's good service for customers, and it's good that we can help them much faster."

Flexible compensation

"We're no longer locked into one denomination but can enter any amount in the system," says Jonna. This means Saltå Kvarn can adapt the compensation to the complaint, without sending too much or too little.

Results

"It's a huge difference compared with handling paper. Today it takes less than a minute to send the voucher from the system to the customer."

Jonna Niiranen, Saltå Kvarn

Finally able to do what customers asked for

"In the past, customers who had complained about a product would sometimes say 'OK, can you send the compensation by email?', but of course we couldn't, and it felt a bit old-fashioned," says Jonna. "So it's really good that we can finally do that now."

The switch has given Saltå Kvarn faster, more flexible and far less time-consuming complaints handling – and customers who receive their compensation immediately.