Case · E-commerce
The end of "Where is my parcel?" emails.
A self-service portal for returns and complaints. The customer resolves everything in 3 clicks, including the label.
Model case: we assume the company looks like this and show how much it would yield.
- Model case
- Lovable
- Vision AI
- Packeta
Starting point
Customer support under pressure
Customer support is swamped with handling returns. Customers wait for PDF labels and keep writing "where is my parcel?" emails. The result is an exhausted team and endless email forwarding.
- Before
PDF forms
MANUAL PROCESS
- After
Self-service portal
SELF-SERVICE
What we would build
Portal architecture
The process from the customer reporting a defect, through AI analysis, to generating a label in Packeta.
- 01
Customer
Picks the order and uploads a photo of the defect
- 02
Vision AI
GPT-4o does a first analysis of the damage
- 03
Packeta
Creates a code for the return shipment
- 04
Notification
An automatic message about the goods returning to stock and the refund
- Fillout · Customer form
- Make · Connecting the steps
- OpenAI · Checking the defect from a photo
- Packeta · Logistics and labels
Rollout steps
How the rollout would go.
- 01
DAY 01 to 03
Interface design in Lovable
Designing the self-service portal and a 3-click returns process.
- 02
DAY 04 to 06
Connecting Packeta
Connecting Packeta (Packeta API) to create labels automatically.
git commit -m "Add Packeta API"
- 03
DAY 07 to 10
Ready to launch
A prototype ready to be rolled out to end customers.
Model assumptions
Where the result comes from.
We take a typical company from the sector and the situation from the brief, add labelled assumptions and calculate the result. If the inputs change, so does the result, so you can recalculate it for your own company.
Model company
A model e-shop whose support team is swamped by returns. Customers wait for PDF labels and write asking where their parcel is.
Inputs
- Support requests per month (assumption)
- 500
- Share of requests the portal takes over (returns, labels, parcel status) (assumption)
- 70 %
- Handling one request (assumption)
- 6 min
- Labor rate (assumption)
- 24 EUR / h
Calculation step by step
- 01
Requests taken over by the portal per month
500 × 70 %= 350
- 02
Support time saved
350 × 6 min= 2 100 min (35 h)
- 03
Value of the saved time per month
35 h × 24 EUR= 840 EUR
This is a gross saving of time and money. We include the cost of rollout and running only where it is visible in the calculation.
Model results
What would change after rollout.
- Model case
−350 / month
500 requests × 70 % that customers resolve themselves in the portal
Support requests
- Model case
−35 h / month
350 × 6 min, 840 EUR a month
Support time
Your numbers belong in the model, not ours. The calculator shows where to start, and we work out the real values on your data.
Start here
15 minutes is enough for you to know whether it makes sense.
You tell us what is bothering you. We tell you whether we can help, roughly what it costs and where I would start in your place. No presentation.
- jakub@transformuj.ai
- Phone
- +420 773 070 090
- Address
- Legerova 1820/39, Praha 2