Customer story
How Mads Nørgaard Strengthened Their Customer Satisfaction
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We save both time and money by not having to call back faulty products from our retailers, which is also better for the environment. Now, we can judge a claim just from a picture.
Every claim meant emails, spreadsheets and shipping products back
Mads Nørgaard Copenhagen designs clothing for women, men and kids, from its signature striped tees to knitwear and outerwear, sold through its own stores, webshop and retail partners in several countries.
The challenge for Mads Nørgaard Copenhagen, like any other fashion brand, was handling claims without creating friction. The process was time-consuming: emails, Excel sheets, and products that had to be shipped back and forth for inspection.
It was costly in three different ways at once:
- Time
Agents spent hours chasing emails, filling spreadsheets, and coordinating shipments per claim. - Money
Return shipping costs on faulty products, often from retailers across multiple countries. - Environment
Every return shipment added carbon emissions for products that often couldn't be resold anyway.
Better documentation. Less handling. Fewer products shipped back.
Mads Nørgaard wanted to digitise the claim handling process and automate the complaint workflow so both the brand and their retail partners spent less time on every case. Beyond speed, they wanted better data quality, specifically, documentation thorough enough that faulty products wouldn't need to be shipped back for inspection at all. The goal was concrete: cut the environmental impact of claims while keeping the customer experience they were known for.
"It has never been easier to handle claims. We save both time and money by not having to call back faulty products from our retailers, which is also better for the environment. Now, we can judge a claim just from a picture."
— Victoria Klitvad, Sales Support, Mads Nørgaard
Claims handled in a few clicks, without shipping products back for inspection
With Claimlane, Mads Nørgaard Copenhagen now receives digitally documented complaints from all partners. And with a direct line of communication, they now handle a complaint request with a few clicks! They have a perfect overview and know the status of every complaint, allowing them to better serve the customers and pull statistics on their claim performance. The results are clear. Average claim handling time is down, and customer satisfaction is up. Finally, the days when Mads Nørgaard Copenhagen requests wholesale partners to ship back faulty products for inspection are over!
"We encourage our retailers to donate faulty products for textile recycling right away. Using Claimlane, we handle claims much faster than before and ensure higher customer satisfaction."
— Victoria Klitvad, Sales Support, Mads Nørgaard
