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SVIncreased customer loyalty with automation
About Scandinavian Photo
Scandinavian Photo is the leading Nordic retailer in photography, video and audio. From cameras and photography to a broad offering of technology products, combined with inspiration and education through various events. At the core of their business is a shared passion with customers for creative expression and technology.
A need to optimize operations
Scandinavian Photo wanted to transition to a new business system. They had developed their own solutions for handling returns and complaints but saw an opportunity to improve.
A key question during the transition was whether to build a custom solution in the new system or integrate an existing one.
Daniel Skaljac Palm has been the Technical Service Manager since 2022. He oversees returns management, repairs and customer complaints.
Daniel's primary focus became finding an optimized solution for returns and complaints management.
Goals
"Reclaimit had everything we were looking for—it was a perfect match," says Daniel Skaljac Palm, Technical Manager
Simplify administration
Reduce manual processes throughout the customer journey. Before, customers had to call, email or visit a store to return an online purchase.
Improve customer communication
Customers had no visibility into the status of their case, leading to unnecessary workload for customer service.
Gain data-driven insights
Scandinavian Photo wanted access to real-time data and statistics to track ongoing cases, measure performance, and optimize operations.
A unified after-sales process
Need of a standardized system across the region. Different countries used different solutions, making it difficult to maintain a cohesive after-sales operation.
- makes circular commerce possible
Scandinavian Photo focuses on products with long lifespans and high value, making repairs a crucial part of their offering. Daniel has observed a rise in customer-paid repairs, rather than warranty or complaint-related repairs.
- This could be due to the economy, but also because we’ve made it easier for customers to repair their products through us thanks to Reclaimits solution Repair, Daniel explains.
Scandinavian Photo embraces circular commerce by accepting old products when customers buy new ones. These items are factory-refurbished and resold, ensuring products are used for their full lifespan rather than sitting unused.
- We want to offer customers trade-in options and be part of their sustainable choices. This aligns perfectly with our environmental commitment.
Read about our Repair solution
Solution and Results
With Reclaimit's digital return and claims management, Scandinavian Photo has automated almost the entire return and claims process.
Since implementing Reclaimit, return and complaint inquiries have decreased significantly—a strong sign that customers are getting the information they need without needing to reach out.
✔ Increased efficiency
After-sales efficiency has improved by 50%. The team can now handle the same workload—and more—with fewer resources.
✔ Faster onboarding for staff
The new system is easy to learn, allowing store employees to handle many customer service tasks independently.
Staff can now provide immediate answers if a customer visits the store with a question about a return or repair.
✔ Improved customer communication and overall higher customer satisfaction
Customers are notified when a repair starts, if new parts are ordered, when their item is ready for collection and other updates.
"We believe in continuous improvement. Every week, we find something new to optimize. Reclaimit has been responsive and supportive whenever we propose enhancements"
Daniel Skaljac Palm, Technical Manager
Collaboration with Reclaimit
Daniel Skaljac Palm finds that the collaboration with Reclaimit has been excellent from day one.
Reclaimit provided valuable insights into industry best practices and offered great support throughout the process. Valuable during a period while he was new to his role and responsible not only for managing the department but also for improving all aspects of after-sales.
“It’s been easy to communicate our needs. Before implementing any changes, we conduct thorough evaluations, and throughout this process, Reclaimit has maintained clear and effective communication."
