How Black Diamond has automated their warranty claim and repair workflows

As Black Diamond is fast growing, their old warranty setup couldn't keep pace. Learn how Claimlane brings them structure, customizability and automations to their warranty claims and repair workflows.

The Challenge

A key part of Black Diamond's DNA is a massive commitment to their customers and product durability.

To deliver on this, a cornerstone of Black Diamond’s business strategy is ensuring a seamless repair and warranty program that fixes customer problems fast.

Before Claimlane, the team was struggling with long resolution times, averaging 25 days. This was caused by outdated systems and heavy reliance on email communication. Tickets came in unstructured and often missing key information, forcing the team to chase details before they could even start. During peak season, volumes spiked, and Outlook quickly became unmanageable, causing delays for customers and confusion for the team.

‍

"We essentially worked out of outlook.
It was messy and emails sometimes got lost in the inbox"
- Tess Jordan, Senior Manager of Customer Experience

‍

How Black Diamond’s workflows have changed

Black Diamond realised that building and owning an RMA platform would quickly become expensive and inflexible. That's why they went with Claimlane to replace manual tasks with automated workflows that takes each case from received to solved.

‍

A tailored customer journey ensures accurate data

Black Diamond first focused on how new tickets come in. They needed a way to collect all the right information from the start and route each case to the right place automatically.

Tickets now come in through Black Diamond’s self-service portal. From here, every ticket automatically follows the right path. First, webshop and retailer purchases are routed the right way. Then, warranty claims go in one flow, repair requests in another.

‍

When a ticket comes in from their webshop, the portal instantly asks for an email and order number to find the correct order.

‍

‍
This new workflow allows Black Diamond to:

Handle cases from both retail and webshop purchases
Route warranty claims and repairs into specific workflows
Collect all required information upfront
Ensure every case is complete and structured the same way
Have a Claimlane dashboard for Customer service, Repair team and

‍

"Responses were typically 2-3 days after they had reached out. Now tickets come through and are auto routed to the right people and customers get responses within a day."
- Tess Jordan, Senior Manager of Customer Experience

‍

Smart repair workflows

The next step was improving how repairs were handled. The goal was to make it easy to check repair eligibility, collect complete information, and keep customers updated without extra manual work.

‍

Black Diamond's new repair flow verifies the products eligibility, gets all the needed information, assigns the repair team and notifies the customer.

‍

With Claimlane, Black Diamond can now handle repairs in a structured and transparent way. Every repair is fully documented, and only eligible products are submitted through the portal.

Tickets are automatically assigned to the repair team
All required information is collected upfront
Customers receive automatic updates throughout the process

This makes repairs faster to handle and easier to track for both the team and the customer.

‍

Repair eligibility check

One of the biggest time wasters in repairs is getting requests for products that cannot be repaired.

With Claimlane, Black Diamond has added repair eligibility checks for all products, so only valid requests come through.

This removes the extra communication with customers, as they can now see directly in the portal if their product can be repaired.

‍

Automatic customer updates

Black Diamond knows that a good aftersales experience starts with keeping customers informed. They want to avoid leaving customers in the dark, but without adding more manual work for the team.

In Claimlane, they have set up automatic email updates that send out whenever a ticket changes status. For example, customers get notified when their ticket is received, approved, under repair, and shipped.

These updates are fully customizable, so Black Diamond can decide exactly when it makes sense to keep the customer in the loop.

‍

‍

Results: SLA down from 25 to 5 days

With Claimlane, Black Diamond delivers a faster, more structured warranty and repair experience - for both their customers and their team.

They now:

Reduce their SLA from 25 days to 5 days
65% faster response time on all warranty claims and repairs
Handle all warranty and repair cases in one shared portal
Send automatic updates to customers for every status change
Process refunds and replacements directly in Claimlane
Use internal tags to collect reliable data on every ticket

By automating manual steps and creating one unified process, Black Diamond turns what used to be weeks of back-and-forth into a smooth, 5-day turnaround.

‍

Want to see how we can help your aftersales workflows become automated and efficient? Reach out today and learn more.

Table of Contents

Toc heading

Company:

Black Diamond Equipment

Industry:

Outdoor gear and equipment

Headquarters:

🇺🇸 Salt Lake City, USA

Employees:

~400

Managing warranty claims and repairs across such a wide range of products used to be messy. Claimlane gives us a setup that keeps everything organized and easy to handle. It helps us respond faster and deliver the level of service our customers expect from us.