About the Company
Scope of operations:
Granitan is a Polish company that specializes in manufacturing granite sinks in Poland. The company also offers a full range of kitchen and bathroom equipment.
Mission and vision:
To deliver products that are not only aesthetically pleasing but also easy to install and reliable in everyday use.
Combining local quality with modern design – no compromise.
A great product + efficient logistics + excellent customer service = success.
Target audience:
Individual customers furnishing their kitchens or bathrooms, looking for durable, visually appealing solutions at a reasonable price.
Sales channels:
- Brand’s online store
- Marketplaces: Allegro, Castorama, BRW, Erli, Leroy Merlin, Amazon, eMAG
- Cross-border sales
- Distributor network
Most Common Customer Questions
Installation-related:
“Will it fit a 50 cm cabinet?” “How do I install the dispenser?” “Can I drill an extra hole?”
These are everyday questions for the business, but often stressful for customers. That’s why Granitan focuses on clear, simple explanations avoiding technical jargon.
Product durability:
Questions about scratch resistance and heat resistance – standard concerns in this industry.
Product quality:
Some customers worry that a “granite” sink might just be a surface coating.
This is where education and transparency matter: showing the composition and clearly explaining the difference between Granitan products and the cheapest online alternatives.
How it looked like before implementing Responso
To put it simply — it was chaotic. We were using multiple email inboxes, Allegro, Messenger, phones – multiple channels, scattered across different systems. Each employee had “their own” messages, and it wasn’t always clear who had handled what and what was still pending.
We had duplicate replies, missed messages, and sometimes simply no control over what was going on. A customer could message us in the morning on Allegro and get a completely different answer by email in the afternoon. It may not seem like a big deal, but over time it hurt communication consistency.
Key challenges:
- Lack of communication consistency and limited control – customers contacted multiple channels, and different agents responded differently
- Lack of unified contact history – difficult to maintain conversation consistency, especially in complex cases
- Long response times – each inquiry had to be manually tracked across systems
- Marketplace complexity – multiple accounts, inboxes, and rules created chaos
- Rising team burnout – despite strong skills and willingness, the lack of proper tools led to frustration
In that chaos, we simply couldn’t maintain the standard we believe in.
Choosing Responso
It reached a point where we had to decide: either keep putting out fires, or implement a system that gives us control and allows us to grow without sacrificing quality.
Tool Selection: Requirements
- Multi-channel support in one place
- Transparency and simplicity of use
- A solution that integrates Allegro, email, the online store, and social media – so there’s no need to jump between tabs or guess who has already replied
- The possibility to track customer interaction history so every team member has full context
- Fast implementation and intuitive onboarding – so the team can start working with it immediately, without weeks of training and frustration
- A tool that grows with the company and can be adapted to our needs – not the other way around
Why Responso:
✅ Full Allegro integration – a key factor
✅ An intuitive interface that allowed the team to jump in right away
✅ Automation and tagging features that genuinely make it easier to handle a high volume of requests
Implementation Process
The first days weren’t perfect. We had high expectations and encountered communication issues that no longer exist today. The system has evolved, and our needs have been addressed. Today, we can confidently say that support in Responso is at a very high level, and many initial problems have simply been resolved.
Ratings:
System rating at launch: 👍
System rating today: 🤩
Support rating at launch: 🤔
Support rating today: 🥰
Employee attitude at launch: 😤
Work comfort today (according to employees): 😇
Today, the team is so comfortable with the system that they actively suggest improvements. We’ve moved from ‘we don’t want this’ to ‘hey, could we also do this?’ That shows not only successful adoption – it actually strengthened us.
Daily Work with Responso
Morning:
Reviewing tickets: each agent logs into Responso and sees their assigned cases, statuses, and priorities. There’s no need to dig through emails or messengers.
During the day:
The team responds to messages, resolves tickets, and forwards cases when action from another department is required (e.g., warehouse or complaints). If needed, a simple internal comment is enough – there’s no need to leave the system.
Thanks to well-organized filters, folders, and tags, every case goes exactly where it should. Filtering by platform, status, and priority prevents chaos and provides full control. Each employee immediately sees what they need to handle, without searching through piles of messages.
Base manages sales, Responso manages communication – and together they form a system that works like a well-coordinated team. No chaos, no miscommunication, no copy-paste.
Before the end of the day:
Team leaders have a full overview – they see agent workloads, make sure no one is overloaded, and can quickly react if a case is left pending for too long. This ensures smooth service, a well-functioning team, and no long waits for the customer.
A day with Responso is structured, transparent, and much calmer than before.
Most Frequently Used Responso Features
- Conversation history – the absolute foundation. Customers often reach out multiple times, through different channels, and in different moods. This feature allows us to see the entire conversation, know what has already been said, and avoid starting from scratch. It saves time, reduces errors, and ensures continuity for the customer.
- Reply templates – we have many, as questions are often repetitive (e.g., installation, fit for a 50 cm cabinet, number of holes). Templates allow us to provide precise, consistent answers without rewriting everything from scratch which makes a huge difference.
- Tags and filters – they allow us to easily sort tickets by type, platform, status, or assigned agent. With a 13-person team and multiple channels, this is essential to avoid chaos.
- Assigning tickets to specific agents – every case has an “owner,” so there’s no duplication or neglected issues.
- Base integration – gives full visibility in the context of an order. This is especially important for complaints and technical inquiries since all information is in one place, without copying/pasting between systems.
- Easy search in message archives – particularly helpful for handling complaints and Allegro discussions.
Using AI in Responso
We use AI features in Responso – especially context and sentiment analysis – which genuinely improve team organization and response times.
Sentiment analysis:
→ Acts like a mood radar – identifies emotionally charged or negative messages
→ Helps prioritize – allows us to respond faster to frustrated or dissatisfied customers
→ Prevents escalation – many difficult situations are resolved before they turn into bigger issues
Context analysis:
→ Helps agents quickly understand what a case is about – even if the message is chaotic or spread across multiple threads
→ “Reads between the lines” – identifies the topic (e.g., return, damage, missing part)
→ Speeds up responses and reduces the need for follow-up questions
Results After Implementation
✅ Response time has significantly decreased. What used to take hours is now typically handled within 1–2 hours, often faster.
✅ The number of tickets handled per agent increased by up to 30% – thanks to automation, templates, and filters
✅ Noticeably less stress within the team – everyone knows exactly what they need to do.
✅ A visible decrease in complaints and negative feedback related to communication.
✅ An increase in positive reviews such as: “fast contact, clear answer, efficient help”
✅ Real-time response to team needs – full visibility into workload and quality allows timely support or escalation.
✅ Better management of key areas such as complaints. Previously, some cases would get “stuck,” with unclear ownership and delayed responses
Future Plans with Responso
- Further integrations with sales platforms
- Building more advanced automations
- More in-depth training for employees
- Better use of data and reporting to make decisions based on hard data rather than intuition
- Testing new AI-based features
Advice from Granitan
To Responso:
Continue developing AI – especially automatic grouping of related cases and unified case timelines. It’d speed up response times and minimize chances for mistakes.
To e-commerce businesses:
Recognize the value of having all communication history in one place. It means faster responses, better service quality, fewer mistakes, and no more duplicate replies.
Would You Recommend Responso?
Definitely YES. Especially for businesses with multiple sales channels, growing inquiry volumes, and a need to maintain high service quality.
Because the truth is: customer communication is the foundation of good service.
You can have a great product and competitive prices, but if the customer doesn’t get a fast, clear, and consistent response, you lose.
Great service builds a competitive advantage.
In a world where everyone competes for attention and loyalty, speed, professionalism, and communication make the biggest difference.
“For us, Responso is not just a tool – it’s a real competitive edge in daily operations and the foundation for long-term customer relationships.”
