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Who are Svenskt Tenn?

Svenskt Tenn is a prestigious company in the interior design industry, with a wide product portfolio ranging from cutlery to sofas.

A significant part of the company’s philosophy is that all profits go to research in areas such as ecology, genetics, and pharmaceuticals. The company’s central warehouse is located in Stockholm, from where goods are dispatched to businesses and directly to the end consumer.

Challenges

With a product portfolio that includes many unique items, such as mouth-blown glass, it is understandable that challenges could arise when handling a return/claim.

Making the right decision in the process required a lot of product knowledge, something that was not necessarily possessed by the warehouse staff. Svenskt Tenn realized that deficiencies in existing procedures and the lack of centralized product information meant that decisions were sometimes based on individual judgment rather than consistent facts. This not only led to inconsistent decisions but also inadvertently put pressure on employees.

We wanted to improve our digital processes, enhance our knowledge base, and thereby further improve the customer experience – Filip Costelius, Logisics Manager, Svenskt Tenn

Implementation

After a thorough evaluation of various return management platforms, Svenskt Tenn chose Easycom.

At the time, Svenskt Tenn had a slightly more complex product structure (e.g., a sofa with selectable fabric was sold as fabric by the meter + a sofa frame = two items. But when returned, it came back as one item = a sofa), which further complicated the handling. Therefore, there was a requirement to be able to handle the existing ERP system that Svenskt Tenn had at the time, something that Easycom was deemed best suited to do.

Together with Easycom, they created a vision of how, with the right resources and strategy, they would overcome previous obstacles efficiently. With a third partner – Navipro, the shared vision was then transformed into a project plan. The project was implemented and, after careful tests, the new platform was smoothly integrated with Svenskt Tenn’s system. Once up and running, they also automated the entire warehouse flow.

Mia and Ola at Easycom were fantastic throughout the onboarding process, and they ensured that everything remained clear and according to plan. Easycom also recommended improvements to our ERP, which we implemented, leading to further efficiency in our system” – Filip Costelius, Logistics Manager, Svenskt Tenn.

Result

Thanks to Easycom’s platform, Svenskt Tenn has been able to reduce the total time to handle a return from 4 hours to only 20 minutes. The process is now controlled by customer service through the platform, reducing the risk of errors. “It has become a central tool for customer service to manage customer issues efficiently and smoothly”

“The automation of return handling, complaint flow, and refunds, combined with digital visibility throughout the process, has transformed a previously complex flow into something that barely requires any manual intervention” – Filip Costelius, Logistics Manager, Svenskt Tenn.

Svenskt Tenn now looks forward to developing its work on the platform. “One of the best things about Easycom is that you can manage and administer so much yourself without needing to involve support, which is more the rule than the exception on other platforms”-Filip Costelius, Logistics Manager, Svenskt Tenn

With Easycom, Svenskt Tenn has not only addressed its return handling challenges but also created a more efficient and customer-focused operation.

“Our goal is to proactively start utilizing the insights the platform provides. The next step will be to share profitability insights with the purchasing department to ensure product quality, reduce costs, and use insights for subsequent order placement” -Filip Costelius, Logistics Manager, Svenskt Tenn