Claimlane - Customer Stories

Testimonials

What Our Customers Say

Claimlane makes my working day easier

Claimlane makes my working day easier as it works visually great both for our customers and ourselves. It is easy to navigate in and that our customers know they have to send pictures, descriptions and correct style information - which all together makes it smoother for us a company to handle claims.

Nicoline Andersen

Customer Service Agent, GANNI

With Claimlane, we experience more smooth and structured work flow

After digitalisation of our B2C claimhandling with Claimlane, we experience far easier, more smooth and structured work flow than before. Feedback from our customers tell us that it has also become far easier and transparent for them to get their complaints handled.

Tony H.B. Hansen

Online Customer Service Manager, Skechers

Claimlane gives a much better overview of unresolved claims

Claimlane gives a much better overview of unresolved claims with our suppliers. We can see in the Financial department that often the departments have already been in contact with the suppliers asking for a credit note or exchance of products, so we can see how things are connected. We have had great benefits of Claimlane!

Sisse Visborg

Operations Assistant, Salling

Claimlane has reduced our handling time with 71%

Scalable, intuitive, and insightful are the main attributes, which make Claimlane a valuable part in our claimhandling toolbox. The user-friendly frontend makes is easy for customers and staff to work the platform and has Customer feedback has been throughout positive, with beneficial effects for relations between sales, customerservice and customers.

Claire Boelstoft

Head of Customer Relations, Woden

We save time and money by calling back faulty products

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. Instead, we can judge a claim just from a picture, and we encourage our retailers to donate faulty products for textile recycling right away.

Victoria Schütten Klitvad

Sales Support, Mads Nørgaard

Our customers are really happy with Claimlane

Claimlane has enabled us to do fast and effective handling of our returns and claims. It is possible to have a direct dialogue with the customer, talk with agents or sales people. Our customers are really happy with Claimlane and experience very quick response times.

Cecilie Broholm

Logistics Manager, Won Hundred

What Stores & Shoppers Say

Claimlane is very easy to use. I don't have to search through my email inbox to find contacts, names and claim procedures. It's great!

Henriette

Metropol

Claimlane is brilliant! It saves me loads of time every week as the complaint process is greatly simplified and everything is managed from one central inbox.

Hans Christian

Mr. Team

Claimlane is a super system for all of us in the store! It is super easy to submit claims!

Dorte

Hoofers

I have had a very positive experience with Claimlane. I got an instant answer on my request and (...) a very quick solution the same day I sent my request. I felt very well treated all the way through the process - and it was fast! Perfect!

Julie

GANNI customer

Claimlane is a super smart and userfriendly tool for claim handling. It is better for the environment, easy to access and you have all claims in one place. Everything just gets easier and it works flawlessly

Victor

By Hoff

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Customer Stories

How Mads Nørgaard delivers a perfect claim handling experience to strengthen customer satisfaction

Overview

Founded in 1986, Mads Nørgaard Copenhagen is today recognized as a Copenhagen fashion icon and sold in stores all around the world. The brand is driven by providing timeless quality clothes and excellent customer experiences. One of their principles for customer service is treating people with kindness and taking care of every customer and store. The same is true for faulty products - they want to optimize the claim handling experience to become provide an excellent customer experience that makes every customer feel taken care of.

Challenge

The challenge for Mads Nørgaard Copenhagen, like any other fashion brand, is to handle claims smoothly. It is a time-consuming process that involves emails, excel sheets, and products that has to be shipped back and forth for inspection. This process can be costly - both timely and for the environment, and Mads Nørgaard Copenhagen was looking for innovative solutions to optimize the process.

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Goal

The goal for Mads Nørgaard Copenhagen is to digitize the claim handling process and automate the complaint workflow to decrease time spent on both parties.

Also, it is the goal to increase data quality (documentation) to avoid having faulty products being sent back for inspection to become more sustainable and keep up the excellent customer experience.

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. Instead, we can judge a claim just from a picture and we encourage our retailers to donate faulty products for textile recycling right away. Furthermore, using Claimlane, we can handle claims much faster than before and ensure higher customer satisfaction.

Victora Sales Support

Victoria Schütten Klitvad

Sales Support, Mads Nørgaard

Results

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 where Mads Nørgaard Copenhagen requests wholesale partners to ship back faulty products for inspection is over!