Customer story
How BabySam connects stores, customer service and suppliers to resolve claims
Warranty claims across stores, online and customer service.
See each claim’s history and next steps at a glance.
Documentation and conversations stay with the claim, making follow-ups easier.
“We have everything in one place: the dialogue with the customer and the dialogue with the supplier. That makes it much easier to handle the case.”
Claim information was scattered across stores, emails and paper records
Before Claimlane, claim information was spread across stores, inboxes and paper records. A store might write down a customer’s details, take photos on a staff member’s phone and email the supplier. Meanwhile, customer service handled its own supplier conversations in separate email threads.
“Before Claimlane, we used emails for our cases, and stores wrote information down on paper. If a customer called customer service about a case in a store, we couldn’t see what had happened.”
— Louise Lauge Thorsen, Head of CS, BabySam
If a customer called to ask about a claim they had opened in a store, the central team had no shared record to check.
The same gaps appeared within customer service. One colleague might be speaking to a supplier without another knowing what had already been agreed. When someone went on holiday, the remaining team had to work out which case an email belonged to and what still needed doing.
BabySam needed a process that let its teams help the customer directly, without first piecing together the history.
One case the whole team can follow
BabySam now uses Claimlane to handle claims across its stores, webshop and customer service team. Everyone working on a case can see its progress and the conversations behind it.
“We can now see what’s happening with a claim, whether it started in a store or online. The conversations with the customer and supplier are together, so we know what’s happened and what the next step is.”
— Louise Lauge Thorsen, Head of CS, BabySam
When a customer calls about a claim opened in a store, customer service can check the record, explain the next step and help with any missing information. A different store can also see the case history, giving the customer more flexibility in where they go for help.
Customer and supplier conversations stay connected
Customers submitting a claim online provide a description of the problem, a receipt and supporting information. BabySam can share the relevant documentation with the supplier while keeping the customer’s personal contact details separate.
The customer dialogue and supplier dialogue are connected to the same case. The team can see both, ask the supplier for advice and pass relevant instructions back to the customer without rebuilding the conversation in another email thread.
BabySam gives suppliers around 48 hours to respond, giving the team a clearer basis for telling customers when to expect an update.
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Cases move to the people who can help
Some problems can be handled remotely. Others need someone to inspect the product, fit a spare part or carry out a repair.
For stroller and car seat claims, customer service can transfer the case to a store and explain what needs attention.
Supplier dialogue has also helped BabySam build its product knowledge. For familiar faults, the team may already know that a replacement is needed and can act immediately. For more complex cases, it can involve the supplier to agree on the right solution.
Better answers for customers
Louise describes a clear difference in the team’s daily work:
- Help across stores and channels. Customer service can see a store’s claim history and advise the customer directly, instead of only arranging a callback.
- Less time piecing together cases. Shared records make it easier to understand what has happened, who is involved and what comes next, including when colleagues are away.
- Easier supplier coordination. Documentation and conversations stay connected to the claim, making it simpler to ask for help and communicate the answer to the customer.
Louise also says the structure has made it easier to follow up on supplier credit notes that BabySam is entitled to receive.
For customers, the benefit is practical: when they need help with a product their family depends on, the person they speak to has the information to help move the case forward.