The Saxon company Polstermöbel Oelsa GmbH & Co. KG has opted for the complaint workflow from bpi solutions. The company uses the solution for prompt processing of customer complaints and fast communication with customers.

The Saxon functional specialist Polstermöbel Oelsa GmbH was founded 150 years ago under the name “sächsische Holzindustrie” (Saxon Wood Industry). This makes Polstermoeble Oelsa one of the oldest companies in the seating furniture industry. The company offers functional solutions that can be integrated into both classic and modern living room designs. With its in-house field and customer service department and almost 250 employees, a highly motivated team is available to its trading partners and customers to meet the highest quality standards.

At the internationally operating company Polstermöbel Oelsa, the customer and their wishes are always the focus, along with very high quality standards. This is reflected not only in furniture production, but also in the processing of problems that arise, from the sale to the use of the items by the end customer. Solutions from bpi solutions have been particularly beneficial for many years.

Polstermöbel Oelsa relies on the complaints workflow from bpi solutions

The complaints workflow is also used to turn complaints into further opportunities. Furthermore, the timely processing of customer complaints is a central component of a collaborative relationship with customers. In addition to incorrect entries and deliveries, one of the main reasons is late or non-repair of the items used.

The workflow designed by bpi solutions, based on Sales Performer, covers all cases of complaint processing, regardless of which business area of ​​Polstermöbel Oelsa the cause lies in or which department provides assistance. Complaints are recorded semi-automatically for all parties involved using the workflow. The furniture store and, if applicable, the end customer are automatically notified of the creation of the complaint. Information about new tasks in the workflow is automatically sent via email to the relevant internal departments. Requests for additional information or the rejection of a complaint are supplemented by the relevant process-specific information. Incoming emails automatically include contact information in the subject line. This way, no information is lost. At Polstermöbel Oelsa, everyone involved in the process is always up to date on the complaint process.