{"id":39762,"date":"2021-03-10T14:37:22","date_gmt":"2021-03-10T13:37:22","guid":{"rendered":"https:\/\/www.soitron.com\/?post_type=case-studies&#038;p=39762"},"modified":"2023-02-02T13:35:44","modified_gmt":"2023-02-02T12:35:44","slug":"o-storno-objednavek-se-postara-robot","status":"publish","type":"case-studies","link":"https:\/\/new.soitron.com\/cs\/pripadove-studie\/o-storno-objednavek-se-postara-robot\/","title":{"rendered":"O storno objedn\u00e1vek se postar\u00e1 robot"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row full_width=&#8221;stretch_row_content_no_spaces&#8221;][vc_column]\n                        <div data-wow-duration=\"1.5s\" data-wow-delay=\"0s\" class=\"wow fadeIn soitron-element soitron-element-banner-wrapper type-4\">\n                    <div>\n                        <figure class=\"background\">\n                            <img decoding=\"async\" src=\"https:\/\/new.soitron.com\/wp-content\/uploads\/2020\/08\/iStock-962160688-scaled-e1597144968599.jpg\">\n                        <\/figure>\n                                                <div class=\"container\">\n                            <h1 style=\"color:#000000\">O STORNO se u\u017e nemus\u00ed starat pracovn\u00edci z\u00e1kaznick\u00e9ho centra<\/h1>\n                                                    <\/div>\n                    <\/div>\n                                            <div>\n                            <div class=\"container\">\n                                <div class=\"case-description\" style=\"background-color:#33bcad\">\n                                    Kontaktn\u00ed centra e-shop\u016f pat\u0159\u00ed k nejvyt\u00ed\u017een\u011bj\u0161\u00edm odd\u011blen\u00edm. P\u0159i anal\u00fdze jejich \u010dinnost\u00ed spole\u010dnosti \u010dasto p\u0159ich\u00e1zej\u00ed na to, \u017ee se hodn\u011b z\u00e1kaznick\u00fdch po\u017eadavk\u016f opakuje a jsou \u010dasov\u011b i finan\u010dn\u011b n\u00e1ro\u010dn\u00e9. Stejn\u00e9 to bylo i u na\u0161eho z\u00e1kazn\u00edka, kter\u00fd provozuje jeden z nejv\u011bt\u0161\u00edch e-shop\u016f na \u010desk\u00e9m a slovensk\u00e9m trhu. Spole\u010dnost cht\u011bla uleh\u010dit zam\u011bstnanc\u016fm sv\u00e9ho kontaktn\u00edho centra od repetitivn\u00edch \u00fakol\u016f a z\u00e1rove\u0148 sn\u00ed\u017eit n\u00e1klady na kontaktn\u00ed centrum.                                    <div class=\"date\">\n                                        Pripadov\u00e1 \u0161t\u00fadia bola publikovan\u00e1 10.03.2021                                    <\/div>\n                                <\/div>\n                            <\/div>\n                        <\/div>\n                    \n                <\/div>\n            \n[\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<h2>Po\u017eadavky<\/h2>\n<ul>\n<li><strong>Zautomatizovat vy\u0159izov\u00e1n\u00ed po\u017eadavk\u016f<\/strong> na pln\u00e9 nebo \u010d\u00e1ste\u010dn\u00e9 STORNO od z\u00e1kazn\u00edk\u016f a sn\u00ed\u017eit n\u00e1klady<\/li>\n<li><strong>Zrychlit vracen\u00ed pen\u011bz z\u00e1kazn\u00edk\u016fm<\/strong> na z\u00e1klad\u011b vy\u0159\u00edzen\u00fdch po\u017eadavk\u016f na STORNO a zv\u00fd\u0161it spokojenost z\u00e1kazn\u00edk\u016f<\/li>\n<li><strong>Zjednodu\u0161it proces<\/strong> p\u0159ij\u00edm\u00e1n\u00ed a vy\u0159izov\u00e1n\u00ed po\u017eadavk\u016f <strong>na STORNO<\/strong><\/li>\n<li><strong>Zkr\u00e1tit dobu vy\u0159izov\u00e1n\u00ed po\u017eadavk\u016f na STORNO<\/strong> od z\u00e1kazn\u00edk\u016f, p\u0159edev\u0161\u00edm b\u011bhem hlavn\u00ed sez\u00f3ny<\/li>\n<li><strong>Sn\u00ed\u017eit chybovost lid\u00ed<\/strong><\/li>\n<li>Vyzkou\u0161et fungov\u00e1n\u00ed automatizace p\u0159ed jej\u00edm p\u0159\u00edpadn\u00fdm vyu\u017eit\u00edm v dal\u0161\u00edch slu\u017eb\u00e1ch kontaktn\u00edho centra<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<h2>\u0158E\u0160EN\u00cd<\/h2>\n<ul>\n<li><strong>Zaznamen\u00e1n\u00ed a popis proces\u016f<\/strong> p\u0159i p\u0159eb\u00edr\u00e1n\u00ed a vy\u0159izov\u00e1n\u00ed ticket\u016f od z\u00e1kazn\u00edk\u016f<\/li>\n<li><strong>Audit<\/strong> a zpracov\u00e1n\u00ed procesn\u00ed mapy<\/li>\n<li><strong>Zmapov\u00e1n\u00ed infrastruktury<\/strong> z\u00e1kazn\u00edka<\/li>\n<li><strong>N\u00e1vrh<\/strong> automatizovan\u00e9ho softwarov\u00e9ho \u0159e\u0161en\u00ed <strong>(RPA)<\/strong><\/li>\n<li>Design \u0159e\u0161en\u00ed, testov\u00e1n\u00ed, pilotn\u00ed provoz, optimalizace a ostr\u00fd start<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221;][vc_column][vc_column_text]<\/p>\n<h2>V\u00ddSLEDKY A P\u0158\u00cdNOSY<\/h2>\n<p>[\/vc_column_text][vc_row_inner equal_height=&#8221;yes&#8221;][vc_column_inner width=&#8221;1\/2&#8243;]                <div data-wow-duration=\"1.5s\" data-wow-delay=\"0s\" class=\"wow fadeIn soitron-element soitron-element-circle-box-wrapper type-4\">\n                    <div class=\"content\" style=\"background-color:#f5f5f5\">\n                        <div class=\"circle-icon\" style=\"border-color: #33bcad\">\n                            <i style=\"color:#33bcad\" class=\"icomoon-102\"><\/i>\n                            <i style=\"color:#33bcad\" class=\"icon-\"><\/i>\n                        <\/div>\n                        <p>\n                            <span style=\"color: #a4a4a4\">\u00daspora n\u00e1klad\u016f (\u0159\u00e1dov\u011b stovek tis\u00edc korun nebo v\u00edc) za zbyte\u010dnou p\u0159epravu stornovan\u00e9ho zbo\u017e\u00ed.<\/span>\n                        <\/p>\n                    <\/div>\n                <\/div>\n                \n        [\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;]                <div data-wow-duration=\"1.5s\" data-wow-delay=\"0s\" class=\"wow fadeIn soitron-element soitron-element-circle-box-wrapper type-4\">\n                    <div class=\"content\" style=\"background-color:#f5f5f5\">\n                        <div class=\"circle-icon\" style=\"border-color: #33bcad\">\n                            <i style=\"color:#33bcad\" class=\"icomoon-96\"><\/i>\n                            <i style=\"color:#33bcad\" class=\"icon-\"><\/i>\n                        <\/div>\n                        <p>\n                            <span style=\"color: #a4a4a4\">M\u00e9n\u011b chyb p\u0159i vy\u0159izov\u00e1n\u00ed z\u00e1kaznick\u00fdch po\u017eadavk\u016f.<\/span>\n                        <\/p>\n                    <\/div>\n                <\/div>\n                \n        [\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=&#8221;yes&#8221;][vc_column_inner width=&#8221;1\/2&#8243;]                <div data-wow-duration=\"1.5s\" data-wow-delay=\"0s\" class=\"wow fadeIn soitron-element soitron-element-circle-box-wrapper type-4\">\n                    <div class=\"content\" style=\"background-color:#f5f5f5\">\n                        <div class=\"circle-icon\" style=\"border-color: #33bcad\">\n                            <i style=\"color:#33bcad\" class=\"icomoon-82\"><\/i>\n                            <i style=\"color:#33bcad\" class=\"icon-\"><\/i>\n                        <\/div>\n                        <p>\n                            <span style=\"color: #a4a4a4\">Spokojen\u011bj\u0161\u00ed z\u00e1kazn\u00edci, kte\u0159\u00ed se mnohem rychleji dostanou ke sv\u00fdm pen\u011bz\u016fm a maj\u00ed po\u017eadavky vy\u0159\u00edzen\u00e9 d\u0159\u00edv i v sez\u00f3nn\u00edch \u0161pi\u010dk\u00e1ch.<\/span>\n                        <\/p>\n                    <\/div>\n                <\/div>\n                \n        [\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;]                <div data-wow-duration=\"1.5s\" data-wow-delay=\"0s\" class=\"wow fadeIn soitron-element soitron-element-circle-box-wrapper type-4\">\n                    <div class=\"content\" style=\"background-color:#f5f5f5\">\n                        <div class=\"circle-icon\" style=\"border-color: #33bcad\">\n                            <i style=\"color:#33bcad\" class=\"icomoon-62\"><\/i>\n                            <i style=\"color:#33bcad\" class=\"icon-\"><\/i>\n                        <\/div>\n                        <p>\n                            <span style=\"color: #a4a4a4\">Zam\u011bstnanci neztr\u00e1cej\u00ed \u010das mechanick\u00fdmi \u010dinnostmi a m\u016f\u017eou se v\u011bnovat smyslupln\u011bj\u0161\u00edm v\u011bcem.<\/span>\n                        <\/p>\n                    <\/div>\n                <\/div>\n                \n        [\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=&#8221;yes&#8221;][vc_column_inner width=&#8221;1\/4&#8243;][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;]                <div data-wow-duration=\"1.5s\" data-wow-delay=\"0s\" class=\"wow fadeIn soitron-element soitron-element-circle-box-wrapper type-4\">\n                    <div class=\"content\" style=\"background-color:#f5f5f5\">\n                        <div class=\"circle-icon\" style=\"border-color: #33bcad\">\n                            <i style=\"color:#33bcad\" class=\"icomoon-86\"><\/i>\n                            <i style=\"color:#33bcad\" class=\"icon-\"><\/i>\n                        <\/div>\n                        <p>\n                            <span style=\"color: #a4a4a4\">Z\u00e1kaznick\u00e9 po\u017eadavky dnes vy\u0159izuj\u00ed u\u017e dva roboti na r\u016fzn\u00fdch komunika\u010dn\u00edch kan\u00e1lech.<\/span>\n                        <\/p>\n                    <\/div>\n                <\/div>\n                \n        [\/vc_column_inner][vc_column_inner width=&#8221;1\/4&#8243;][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/4&#8243;][\/vc_column][vc_column width=&#8221;1\/2&#8243;]        <div class=\"case-read-more\">\n            <a href=\"https:\/\/www.soitron.com\/wp-content\/uploads\/2021\/02\/Case_Study_Kontaktni_centrum_CZ_final.pdf\" target=\"_blank\">\n        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