How qFlow improved processes in Muziker
Within our company Muziker a.s. the qFlow program covered a large range of processes that were originally scattered under many separate programs and tools. One of the first big processes that we moved to qFlow was the evidence and processing of refunds.
control over the data
time-saving per day
automatization of requests
over the data
Initially, this process took place with very limited possibilities and was dependent on manual control via google table. It was a table with a huge amount of data and necessary access to edit, for more than 50 people within the company. Here the first and biggest deficiency was repeated. In case of incorrect procedure, important data could easily be lost and their recovery was laborious and many times even impossible.
In this regard, qFlow provided us with absolute certainty and control over the data. Despite the fact that the same number of people need to access and intervene in the refund process. qFlow allowed us to precisely define for each user/group of users the range of adjustment options and thereby ensure that it is not possible to damage the refund database through inattention or incorrect procedures, but at the same time ensure adequate access for making all necessary adjustments.
The validation rules were also a huge step forward in this process. Within refunds, we have a large number of payment methods, currencies, and refund reasons, and for each combination of them, there are different procedures to be applied. qFlow allowed us to specify these validations based on the fields that are gradually filled in when entering the refund request, and thanks to these validation rules, we achieved almost 100% success in the correctness of the request entry. For comparison, in Google Sheets, these validations were re-evaluated for each case manually by our employees before processing the refund, and we are talking about 150 refunds per day. The time-saving in this direction is significant
in the correctness
of the request entry
Another time-saving feature for our employees is the process of routing and notifying the individual statuses of each refund, based on what is happening or should happen with it.
As mentioned above, refunds come in many combinations and each one is directed to a different person within the company for processing. qFlow automatically distributes refunds to the right people/groups according to these combinations, allowing them to process refunds without unnecessary tracking, and also notifying them if any issues occur. This ensured that no refund was left unprocessed/forgotten or unresolved, thus qFlow helped us ensure a better customer experience.
The connection of qFlow with our internal programs are also a big plus, thanks to which a lot of data does not have to be entered manually, but pre-filled based on a certain parameter (order number, credit note). At the same time, we know about the refund without having to enter qFlow itself. The connection allows us to see it in our internal system at the place where we need it with information about it, which is important for us when communicating with customers, where the speed of response increases the quality and professionalism
of our customer support.
As part of this connection, we also used qFlow to automate almost 80% of refunds (so far). qFlow allowed us to select suitable refunds based on rules and validations and send a request for their processing to our internal system. And with that, we eliminated a large amount
of manual work within our company.
Increase of quality
of our customer support
It is also important to mention the work with the database of these refunds itself. A wide range of filtering options based on our parameters selection, allowed us to find a specific refund within seconds, which was more time-consuming, in some cases even impossible, within Google Table.
Last but not least is the ease of editing within the refund database and their processing. It is possible to quickly and efficiently add and modify validation rules, new types of refunds, new groups/users for processing, and many others without lengthy programming.
Flexible form supporting dependent multi-select drop-downs, pre-populated fields, variety of restrictions, formatting and layout
Simple navigation through workflow progress and execution of the next action with comment and attachments.
Every field in the system is also available in the filter
Customized error messages and checks validate every user input