How We Helped Planeta Sport Improve Its Claims Processing Workflow
Planeta Sport is a leading retail chain for sports footwear, apparel, and equipment, operating in more than 120 locations across Serbia. In recent years, the company expanded into a wide range of categories through its new ePlaneta concept. Read how we helped them streamline and enhance their claims-processing workflow using our sSuite solution.
Before implementing the sSuite solution, the claims process was partially manual and operated across several disconnected channels - stores, customer support, and the service team. This fragmented workflow made it difficult to track deadlines and the status of claims, occasionally resulting in missed legal deadlines for resolving cases. The rate of legal actions due to delays was 1.2%, increasing both reputational and operational risk. The goal of the project was to digitize, standardize, and fully streamline the entire claims process from initial submission to final resolution.
By implementing the sSuite platform, a centralized and automated system for tracking and processing claims was created. The process connected all stakeholders - retail, service department, customer support, and the legal team - into a single workflow with clearly defined responsibilities and deadlines. Notifications, checkpoints, and escalations were fully automated, ensuring that no case remained unresolved within the legally mandated timeframe. All claim data and statuses are available in real time, offering full visibility and the ability to track every step of the process.
After implementing sSuite, the rate of legal actions due to missed deadlines dropped from 1.2% to 0%, meaning the error was completely eliminated. The entire claims process is now digital, supported by automatic controls and clearly defined deadlines. Thanks to automation, efficiency has increased and the time required to process each claim has been reduced. Customers now receive faster and more accurate responses, while Planeta Sport benefits from full transparency and control over every case.
Legal Action Rate
Implementation Time
Claims Process
Client Testimonial
"With sSuite, we gained a clear, digitized, and fully automated claims process. Errors have been eliminated, all deadlines met, and communication between teams and with customers has become simple and fast."
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