How GrejFreak Reduced Their Resolution Time on Warranty Claims by 85%
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
From up to 5 weeks → down to 3–5 days
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.
Running a lean team drowning in warranty claims? See what's possible.
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