Customer story
How GrejFreak Reduced Their Resolution Time on Warranty Claims by 85%
We achieved our ROI almost immediately by implementing Claimlane.
Claims and returns needed a clearer process
Before Claimlane, GrejFreak's claims and returns operation had four clear problems they wanted to solve:
The four challenges
- Too much resource going into claims — on average, 2.5 FTEs in the Claims & Returns department spent their days contacting suppliers
- Slow resolution times that hurt the customer experience they worked so hard to protect
- Supplier guidelines scattered across Dropbox folders, making it hard for agents to know what rules applied to which case
- No data on faulty products — no way to see which suppliers were performing well and which weren't
Customer claims and supplier follow-ups, together in one place
In April 2021, GrejFreak launched Claimlane’s Consumer Self-Service Portal and B2B Module. With Claimlane, they streamlined the claim handling process of faulty products with customers and suppliers, all from a single unified platform.
Their Customer Service team can now:
- Receive tickets from customers and forward them directly to all their suppliers
- Access specific supplier claim guidelines directly on customer tickets
- Analyse faulty product trends to see the best and worst performing suppliers
85% faster resolutions. 74 hours saved every week.
Operations with Claimlane:
- 85% faster resolution on warranty claims. From up to 5 weeks, down to 3-5 days
- 74h saved per week on handling warranty claims alone
- 2.5 -> >1 FTE reduction, which freed up team capacity for other priorities
- Immediate ROI. Paid for itself in the first month
The 85% reduction in resolution time meant customers who previously waited up to five weeks for a decision now got answers in days. The 74 hours saved per week let GrejFreak redirect their team away from repetitive claim-chasing work and back to the parts of the business that drive growth. And because every claim now flows through a single platform, the team finally has the data to see which suppliers are worth building deeper relationships with, and which ones need a harder conversation.
"We achieved our ROI almost immediately by implementing Claimlane."
— Jesper Nielsen, Head of Customer Service, GrejFreak