CASE STUDY

Facilitating the processing of warranty claims with Therefore document system at Avtera d.o.o.

Avtera d.o.o. is the Slovenian representative of major brands in various technical fields. With over seventy employees, they work with up to seven hundred business partners. Therefore, the need for seamless logistical processes is more than evident. Managing warranty claims was a particular challenge for them.
Avtera, d.o.o.
Grega Vrhovnik, Technical Director, Avtera Grega Vrhovnik Technical Director, Avtera

"THROUGH OUR DISCUSSIONS, IT BECAME CLEAR TO ME THAT THE THEREFORE DOCUMENT SYSTEM SYSTEMATICALLY ADDRESSES MANY PROCESSES IN OUR COMPANY AND IS THUS THE MOST SUITABLE SOLUTION."

Dealing with complaints: A challenge to confrontation

Complaints are an integral part of any business process, and it is essential to deal with them constructively. Even in an otherwise very successful company like Avtera, there are around fifty monthly warranty claims. They struggled with these claims in the past as they came in through different channels and from other parties. It was challenging to keep an up-to-date and comprehensive overview of their status.

Canon's document system successfully solved the problem of information dispersion, which often led to delays in processing claims, overlooked claims, and financial losses.

The most critical requirements:

  • A simple and transparent system,
  • Ability to allocate claims among employees,
  • Precisely defined stages of the complaints process and a comprehensive overview.

Use of Therefore in Avtera

Process optimization and quickly visible changes

Within a month, the company achieved changes through the Therefore document system, leading to a comprehensive workflow improvement.

In addition to the essential requirements for simplifying and organizing the warranty claims processing system, Therefore, which aims to improve the overall business experience:

  • Integration with Microsoft Office solutions and an OCR scanner for optical character recognition,
  • Structured form design for scattered correspondence.

Avtera implemented the management of warranty claims in less than six months. The main benefit of the new system is that all steps of the claims process are handled in one place — from receiving email messages to completing forms and final processing. The workflow is now much more straightforward, faster, and more transparent.

The advantages of the Therefore system cannot be overlooked

Avtera emphasizes that the decision to work with Canon partner HC Center is primarily due to the strong customer focus and individual approach to finding solutions. The advantages of the Therefore system became apparent shortly after implementation:

  • Traceability and transparency across all elements of warranty claims,
  • Improved communication with customers,
  • Better responsiveness and efficiency,
  • Financial benefits, as the openness of claims prevents delays to essential deadlines.

The story continues

Avtera has set up an efficient platform with the help of the Therefore system, but that is far from the end of the story. The main goal is to use the platform to manage numerous annual contracts and process documents for public tenders. With this in mind, there will undoubtedly be plenty of new challenges and development opportunities.

  • Therefore

    Enterprise-grade document and workflow management software.

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