Customer story
Claimlane x Coolshop | Partnership Announcement
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“With Claimlane, we've transformed our returns process into a streamlined, automated system. We can now efficiently track the status of all returns and claims, and our teams collaborate more effectively than ever before. In short, the solution helps us streamline communication and share information both internally and externally, which has been key to our success."
More returns and claims. Multiple systems. No shared overview.
Coolshop’s returns and claims processes relied heavily on manual handling and email communication, making it difficult to maintain consistent and timely customer interactions. As the business grew to over 300 employees, managing these processes became increasingly complex, particularly with numerous suppliers and a large B2B customer base. The use of multiple systems created inefficiencies and complicated coordination between departments.
Coolshop needed a solution to unify their workflows, improve collaboration between customer service and RMA teams, and provide better visibility into the status of returns and claims.
Bringing returns, claims and team communication into one place
With Claimlane, Coolshop is digitizing and automating their returns and claims processes to enhance customer satisfaction and operational efficiency.
Their aims are to:
- Streamline workflows
Internal workflows unified across departments and teams.
- Real-time visibility
Gain real-time insights into the flow of returns and claims.
- Fast, accurate service
Deliver faster resolutions backed by better data.
Claimlane offers the ideal solution, providing a centralized platform that optimizes processes while facilitating better communication and data-driven decision-making.
"With Claimlane, we've transformed our returns process into a streamlined, automated system. We can now efficiently track the status of all returns and claims, and our teams collaborate more effectively than ever before. In short, the solution helps us streamline communication and share information both internally and externally, which has been key to our success."
— Simone Andersen, Customer Care Manager, Coolshop
A clearer process for returns and claims
Since adopting Claimlane, Coolshop has significantly improved its returns and claims management:
- Efficient tracking
Full visibility across every return and claim. Manual work reduced across the board.
- Better collaboration
Customer service and RMA teams now work from shared real-time data, closing cases faster.
- Better customer journey
Self-service post-purchase requests reduce friction for customers and support alike.
By partnering with Claimlane, Coolshop continues to deliver a seamless and satisfying customer experience, positioning itself for further growth and success.
Why Claimlane was the right fit
When searching for ways to improve their RMA workflows, Coolshop needed a flexible platform and an equally flexible partner. Selling everything from hand lotion to electronics to garden equipment means every product category has different rules, different supplier guidelines, and different possible outcomes. Tailored workflows weren't a nice-to-have, they were the requirement.
The different operations:
- Enterprise system SAP
Automates a long list of outcomes and stock adjustments across every category - Ticket system FocalScope
Keeps customer service and the RMA team on the same page, on every case - Shipping platform Homerunner
Automatically generates shipping labels across every market Coolshop operates in
"Our partnership with Coolshop is one that we are particularly proud of. Not only is Coolshop a world-class ecommerce business, but they also use Claimlane to its full extent. Selling everything from hand lotion to electronics to garden equipment, we've tailored very advanced workflows that are closely integrated with Coolshop's ecosystem."
— Michael Sørensen, Co-founder, Claimlane
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