How GrejFreak Reduced Their Resolution Time on Warranty Claims by 85%

GrejFreak, who is a 6 x Gazelle award winner, sells hunting-, military-, and outdoor equipment at affordable prices online. Their massive success and continuous growth are due to their laser focused strategy of delivering a world-class customer experience.

Challenges

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

Solution

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
‍

Key Results

🚀 The headline result

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

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

Running a lean team drowning in warranty claims? See what's possible.

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