S:t Eriks and Centuri: a clear, working complaints process

S:t Eriks manufactures a wide range of natural stone and concrete products. We have used Centuri since the beginning of 2022, and we use it above all for our complaints handling.

Hi! My name is Therese Kvarnström. I am Head of Quality and Sustainability at S:t Eriks.

Handling complaints is a very important area, linked both to customer satisfaction and quality, but also from a financial perspective. Since we have manufacturing in many different locations, a system really simplifies the handling.

Having a clear and working complaints process is important from many perspectives. Above all, we want to give affected customers the best possible experience. Mistakes can always happen, but we want affected customers to feel good after a complaint has been closed. Just as important is that we carry out good corrective and preventive actions to make sure the same thing does not happen again.

We work hard to reduce our lead times on complaints. A system helps us with clear flows and gives us good and important traceability and follow-up.

Several different parts of the organisation are involved in the complaints process and the documentation in Centuri. Our inside sales team keeps the complaint cases together towards our customers throughout the whole flow. Staff from our production facilities investigate the case at hand and also look at activities to make sure the same thing does not happen again.

S:t Eriks has a form on its website where the customer fills in and describes their case. A new case is then created automatically in Centuri.

During the first year we have used Centuri, we have managed to make many improvements to the flow and the complaints process. The fact that it is so easy to update the form ourselves is a really good feature and advantage.