A New Standard for Returns at Teufel

Smooth returns handling is a central, yet often underestimated, part of the customer experience—especially for a company like Teufel, which is known for its high standards in quality and service. With its old process, Teufel had reached its limits. “Our original returns solution was not ideally positioned in terms of flexibility and scalability. That’s why we looked for a more powerful alternative,” explains Marcus Lindemann, CIO at Teufel.

By introducing Trusted Returns' platform, the company now relies on an innovative solution that covers all types of returns. “Our goal was to create a platform that allows our customers to process services and returns efficiently and easily—whether it's a standard return, a repair, or a product exchange,” says Artjom Bruch, CEO of Trusted Returns.

More Flexibility and a Better Customer Experience

The Trusted Returns solution not only offers a user-friendly self-service return option but also optimizes internal service processes. “With the integration of the platform, we expect an improvement in our processes—both for our end customers and for our customer service agents, especially when it comes to repairs and product exchanges,” explains Marcus Lindemann. Increased flexibility leads to quicker responses to individual customer needs, thereby enhancing the return experience.

Using the platform, Teufel can efficiently record, manage, and analyze returns. Automated workflows accelerate processing, while flexible logistics options help reduce costs and ensure compliance with internal policies. Customers can complete the return process in multiple languages and on any device, easing the burden on customer service and increasing satisfaction among end users. Additionally, detailed analytics provide Teufel with valuable insights to continuously optimize processes and further improve the customer experience.

A Strong Partnership for an Optimal Solution

The collaboration between Trusted Returns and Teufel is characterized by close coordination and a true partnership. “Ongoing, constructive dialogue was and remains essential to the success of the project. This ensures that the implemented solution is precisely tailored to the needs of Teufel’s end customers,” adds Artjom Bruch. From concept to implementation, both companies worked closely together to ensure seamless integration of the new solution.

With its new service platform, Teufel is setting another milestone in the optimization of its after-sales service, offering its customers a more efficient, flexible, and intuitive returns process going forward.