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Streamlined returns and enhanced the customer experience

 

Nudient-logo-white

 

R-mark Nudient

About NUDIENT

NUDIENT is a brand founded in Stockholm in 2016 by Max Andersson, Pontus Krusing and Vidar Sjöqvist. The brand is reinventing the world of high-end designed “on-the-go accessories”, where the vision is led by creating objects they love, hoping others will love them just as much. NUDIENT creates a range of products, such as phone cases, travel bags and other accessories, sold in more than 50 countries primarily at NUDIENT.com.

 

Challenges 

NUDIENT aimed to move to a more flexible and efficient return solution than  away from a complex, customized, and limited return solution with another provider, which also had expensive monthly development costs. 

Solution

Reclaimit Return-1

They initiated a project to change their entire tech stack to achieve a scalable solution, where Reclaimit became part of their new ecosystem of partners.

Results 

"The onboarding process with Reclaimit went smoothly, and we got up and running quickly. Our previous solution was all about firefighting, but now we can instead focus on improving the customer journey and avoiding headaches."

  • The return process is much better today than before
  • Fewer tickets related to return process issues
  • Improved user-friendliness
  • Faster refunds to customers

Why did you choose Reclaimit?

"We liked that Reclaimit provided in-house support and since we started the project, we always receive fast and good support if there is anything."

Future plans

NUDIENT plan to work with Reclaimit's Customer Success Manager to automate supplier claims further and work more with data-driven return insights to improve the customer experience and product strategy further.

- Oscar Engström, COO & partner, NUDIENT
- Vidar Sjöqvist, Co-founder & Head of E-commerce, NUDIENT