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Customized solutions and continuous collaborations

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About NetOnNet

Since 1999, NetOnNet has been selling consumer electronics from both its own and well-known brands to consumers and businesses through e-commerce and more than 30 warehouse stores.
Their focus is on simplifying everything they can to offer electronics at lower prices than competitors.

In 2017, NetOnNet identified shortcomings in their workflows and decided to, among other things, change their ERP and POS systems. Then TITLE Thomas Hernelid was tasked with finding a partner who could deliver a tailored solution for the company’s after-sales operations.

Safet Sofic, After Sales Manager. joined NetOnNet 

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Goals

Increased digitalization

A need to meet demands from increasingly digital customers.

Improve customer service

Reduce the high workload for store staff and customer service and improve the customer journey.

Streamline workflows

Current work methods were time-consuming and inefficient.

Centralized information

It was difficult to get an overview, with information spread across various systems.

Collaboration with Reclaimit 

From the very first meeting, NetOnNet was impressed by Reclaimit’s expertise and genuine interest in understanding their challenges. It was clear that Reclaimit was committed to building a long-term partnership.

The proposed solutions aligned with NetOnNet’s needs and offered several features that had previously been missing, making it easier for the company to take the next step in its development.

 -There has been clear project management at all levels and throughout the entire project. We received great support right after go-live and the collaboration has continued to evolve, says Safet Sofic, After Sales Manager. 

Integration with Reclaimit’s system went smoothly, with minimal disruption to daily operations. Throughout the entire process, from planning to implementation, Reclaimit provided consistent and reliable support. They also conducted staff training, enabling employees to quickly get up to speed with the new system and start working efficiently right away.

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Solution and Results

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Coop’s internal support team no longer receives frequent “How do I make a claim?” inquiries. The Reclaimit system provides clear guidance, making it easier even for new employees to follow procedures and reducing onboarding time.

The stores benefit most from this solution. Customer Service directs customers to the right store, where all claims are processed seamlessly.
- Marit Esk, Head of Claims

 

✔  Easier process for staff
With Reclaimit’s solution Coop can provide information upfront for the staff about how to make a claim. It means quicker help for the customer standing in front of them in the store.

✔  Improved quality control
Coop now tracks claims more effectively, which helps spot patterns and improve product quality.


✔  Improved customer service

Customers get continuous digital updates which enforces the notion that Coop care for their customers. 


✔  Keep sustainability promise

Under the EU’s Right to Repair legislation, retailers must offer repair solutions. Marit emphasizes that sustainability isn’t just about processing returns—it’s about empowering customers to repair products themselves.

Solution and Results

Reclaimit Repair-1          Reclaimit Reclaim

 

"It has worked almost seamlessly. After go-live, we were really well taken care of”  - Safet Sofic, After Sales Manager

Clear interface

Precompiled reports simplify analysis and support smarter decisions. Intuitive interface lets new staff get up to speed fast. 

Improved customer service

Customers can register cases online or in-store for faster handling. 

 Streamlined workflows

Integration with external workshops speeds up service times.

Centralized information

Fewer errors and delays thanks to unified communication and data. 

Fewer routine questions

Clearer return and complaint processes reduced simple inquiries from customers.

Continuous collaborations

In collaboration with Reclaimit, NetOnNet explored various side projects based on the solutions provided. Efforts that proved to be highly valuable.

One standout example is the “Follow Up” feature, which allows for centralized tracking of ongoing cases and enables timely action if a case takes too long to resolve.

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NetOnNet and Reclaimit still have monthly meetings to go through various initiatives, resolve bugs and discuss improvement potential. 

Key benefits with Reclaimit 

 

 Faster onboarding & smoother workflows 
Intuitive interface and seamless integration.

 Better customer experience
Clear return processes, online case registration improved service.

 Centralized & data-driven
Unified systems reduced errors, simplified communication, and enabled data-driven decisions.

 Ongoing partnership
Strong support from Reclaimit and continuous collaboration ensured lasting improvements and scalability.

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Repair solutions