Davidsen Explains Why Warranty Claims Slowly Drained the Business
In 2020 Davidsen partnered up with Claimlane to take control over their warranty claims process. In this short story, Andreas Bang Nielsen, their Marketing & Ecommerce Director explains why claims are business-critical.
At Davidsen, we strongly focus on delivering a first-class customer experience; before, during, and especially in the aftersales. We therefore see it as a business-critical matter when our customers are experiencing difficulties when dealing with claims.
Andreas Bang Nielsen — Marketing & Ecommerce Director, DavidsenThe challenge: 500 suppliers, zero central overview
With more than 500 suppliers, each with their own individual guidelines and rules for handling claims, Davidsen faced a near-impossible coordination problem. Their team couldn't keep a clear overview of ongoing cases, couldn't provide customers with quick solutions, and struggled to secure credit notes from the right vendors.
The process was time-consuming and manual. Customers were left in the dark waiting for updates. And the cumulative weight of all of it was slowly draining the organisation.
Using Claimlane
With Claimlane, Davidsen's claims handling process changed fundamentally. The team now has a holistic overview of every ongoing and past claim, with structured workflows that move cases forward automatically. Customers get resolved faster, and the team can forward tickets directly to the relevant suppliers without the usual back-and-forth.
Before Claimlane, our entire customer service team of 5 agents was involved in claims handling, with additional seasonal help from other departments. Today, we have 1–2 agents who can solve everything in Claimlane.
Andreas Bang Nielsen — Marketing & Ecommerce Director, DavidsenThe headline result
Same claim volume. Fewer people. Faster resolutions.
Why it worked
The key to Davidsen's result was getting every claim properly documented from the very start. With complete information captured up front, the business could forward tickets to the right suppliers in one click, avoid juggling multiple communication channels, and build up a structured product database that becomes more valuable with every case.
Overall, it has simplified the processes for both customers and suppliers, while removing a major stress factor in the organisation.
Andreas Bang Nielsen — Marketing & Ecommerce Director, DavidsenManaging claims across hundreds of suppliers? See how Claimlane could work for your team.
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