Sports Connection is the exclusive Nordic distributor of the successful global footwear brand Skechers. The company operates more than 50 stores and 4 webshops in addition to their wholesale network, counting more than 1500 retailers.

In June 2020, Sports Connection (Skechers) implemented Claimlane’s online Self-Service Portal offering the consumer an easy-to-use online portal to submit claims in a structured workflow. Following the great results from the B2C solution, Skechers implemented Claimlane’s B2B omnichannel warranty claims solution for its stores and wholesale partners.

Challenge

Most businesses use Excel spreadsheets as the backbone for keeping track of claims. Skechers was no exception. However, It was clear that, as the business grows, a more efficient, structured, transparent and automated solution for handling claims and keeping track of credit notes was needed.

Skechers had an average processing time of two weeks on claims. That resulted in long periods of storing returned shoes in the showrooms, making daily store operations impractical.

Customer claims were approved based on good faith, with only the possibility of random sampling as control. It was challenging to have a clear overview of claims, which resulted in having to approve claims incomplete or without sufficient information.

Too much time was spent dealing with claims. It was a very time-consuming job that took valuable time away, which could be spent on other important assignments.

Solution

Skechers is now using Claimlane as one collective solution for handling claims across all their sales channels:

- Online webshops
- Own physical stores
- Over 1500 wholesale partners such as Skoringen, Intersport, and Eurosko

Because all processes are streamlined and data is well-structured, Skechers now has a single source of truth, meaning they can monitor, report, and train their stores’ managers on product issues in real-time. On top of that, omnichannel functionality allows Skechers to service their customers across online and offline channels, ensuring a smooth customer experience.

Results

- Overall, Skechers has improved efficiency, gained better insights, and delivered better customer experiences.

- Skechers reduced the claim processing time by more than 80%, from an average of two weeks to 1-2 days, resulting in a great customer experience.

- Skechers saves time and money with an automated and structured workflow, which allows the team to focus on other important priorities.

- Perfectly documented data, providing the team with full visibility and overview of their claims, problematic items, and suppliers.

"It was amazing how easy it was to roll out the Claimlane platform. The amount of communication and the manuals that Claimlane had, made the implementation process much easier. From our managers’ perspective, this was a huge advantage. The level of support during the rollout has been fantastic, and it played an essential role in onboarding our stores and wholesalers." - Nicklas Smedegård, Business Controller

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