How Coolshop went from multiple systems to one centralized post-purchase platform

The Problem

With a complex RMA-operation, Coolshop was working in a fragmented setup that could not scale with the business.

Their dedicated RMA team often had to switch between five plus systems just to move one case forward. That context switching slowed down handling, made handoffs messy, and made it hard to keep a single, reliable view of what was happening.

In practice, that showed up as a few clear challenges:

• Cases took too long to resolve because of manual steps and back-and-forth between teams, and supplier communications via email
• Reimbursements and approvals were handled manually, which introduced delays and missed follow-ups
• There was no single place to see case status, supplier decisions, and the financial impact

Maintaining the old setup was expensive and not very user friendly.

“Returns and warranty claims were managed manually, making it difficult to ensure consistency or visibility across teams.” - Simone Andersen, Customer Service Director, Coolshop

The Requirements

Coolshop needed one system to run the end-to-end process, with a front end that works for both customers and the RMA team, and deep integrations to SAP and their shipping provider to automate workflows and improve internal collaboration.

To manage this level of complexity, Coolshop needed to centralize operations and control the full flow:

• Centralized operations: One platform to manage all returns and claims end-to-end
• Customer intake: Structured, complete data from a self-service portal
• Automated workflows: Reduce manual handling and follow-ups, including a single approach to supplier communication regarding claims

The Solution

Coolshop brought returns, claims, delivery issues, and repairs into one shared workflow in Claimlane. Customers start in a branded self-service portal, while the RMA team works from a single inbox with the full case context in one place. Claimlane integrates with Coolshop’s core systems, including SAP (ERP) and Homerunner (shipping and return logistics), so order data, shipping events, and internal handoffs stay in sync automatically.

Here is how their process works today:

Customer submits: Customers submit returns or warranty claims through a self-service portal, providing all required details upfront.

System structures: Each case is automatically structured and categorized, ensuring agents have everything they need from the start.

Workflow routes: Cases are routed based on issue type, resolved internally or forwarded to the relevant supplier. Low-cost limits automates simple claim cases.

Supplier collaboration: Claims are forwarded directly through Claimlane. Suppliers receive structured cases with all required documentation, making it easy to review and respond.

Reimbursement tracking: All supplier decisions, including approvals, rejections, and reimbursements, are tracked within the same workflow.

Centralized operations: All teams, including support, operations, and RMA, work in one platform, with full visibility across the entire process.

Systems sync: Claimlane integrates with ERP, support, and logistics systems, so all updates flow automatically.

“Claimlane enables us to centralize all our post-purchase operations. Instead of juggling multiple tools, everything from ticket intake to supplier collaboration is handled in one place.”- Simone Andersen, Customer Service Director, Coolshop

The Results

Claimlane enables Coolshop to centralize and scale their entire return and claim operation.

Improved efficiency: The business is scaling without increasing the headcount, and peak seasons are handled without panic and long processing times

Better customer experience: Customers get much faster resolution to post-purchase issues – even the most complex claims.

Fewer manual steps per case: Automated workflows remove repetitive tasks and reduce back-and-forth, so each case requires fewer touches and can be resolved faster with less effort.

The result is a more scalable operation, faster resolutions for customers, and better control over costs tied to returns and warranty claims.

“We’ve gone from a fragmented setup to one centralized platform. Our team spends less time chasing information and more time actually resolving cases.”— Simone Andersen, Customer Service Director, Coolshop

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