Case study

Improving customer service
and reducing returns with iPad

When Welcome Furniture realised that refining their internal processes could save them a huge amount of money, they asked us to develop a bespoke app to streamline returns. The result: £130,000 saved so far, less time spent on admin and greater clarity over logistics – and now we’re looking to enhance the app further.

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What did they need?
An app that would expedite the returns process, allowing them to credit customers sooner and improve driver accountability.

How did we help?
We designed and deployed the app, provided training on how to use it and iPad devices to use it on, and are now actively engaged with Welcome to refine and expand the app.

What were the benefits?

  • • Clearer reporting by drivers to head office.
  • • Faster response times and higher customer satisfaction.
  • • Lower losses due to returns and credit claims.
  • • Increased visibility over processes, with less time spent on admin.
  • • Welcome are now expanding the app to include other processes, so they
      can lower costs and improve efficiency across the board.

“Using the app and homing in on specifics, we’ve saved over 1% on returns for the last couple of months – we’re not even using the app to its full potential yet, and that 1% saves us £130k per year.”
John Peterson Welcome Furniture.

For more information on this customer case study, and to see more examples of our work, get in touch.

Welcome Furniture app screenshot
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Who are Welcome Furniture? Arrow

Welcome Furniture craft quality furniture to order, and handle everything from production, assembly and delivery.

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