Luksusbaby’s Secret to Fast, Reliable Claims in Baby Retail

As Luksusbaby grew from a living room start-up into a fast-growing baby retailer, so did the pressure on their customer service. High expectations, fast shipping, and essential products meant every claim mattered and their old way of handling returns and warranties couldn’t keep up.

The Challenge

Moving from startup to international retailer created new pressures. Luksusbaby wasn't just selling cute baby clothes anymore — they were shipping complex, high-stakes products like strollers, car seats, and essential gear that needed to work right the first time.

These kinds of products come with a whole new level of complexity. You can't throw a broken stroller in a box and send it back. Many issues require spare parts, repairs, or arranging a collection. When something goes wrong, speed matters as much as the fix itself.

👶 The human stakes

Their customers weren't shopping for fun. They were buying out of necessity. So when something broke or didn't fit, it wasn't just an inconvenience — it was a crisis for new parents who were already stressed, sleep-deprived, and short on time.

Key challenges they faced:

⏰

Time-critical expectations

Stressed, sleep-deprived new parents who needed problems fixed yesterday.

🗂️

Clunky manual workflows

Tickets, returns, and warranty claims juggled across too many spreadsheets and disconnected tools.

🔄

Slow supplier communication

Warranty claims relied on supplier input — approvals, replacement parts — that often sat waiting.

💸

Cost pressures

Rising shipping costs and frequent returns on bulky items were quietly adding up.

❝

We have been adjusting our customer experience to what the market wants. The customer has changed through the last ten years — they are much more demanding today than they were five years ago — and we learn from everything they are going through.

Tanja Munch — Head of Customer Service, Luksusbaby

The Solution: One Team, One Workflow

Luksusbaby brought returns, claims, and customer service under one roof. Instead of separate teams juggling different tasks, every agent could own the full customer journey from order to resolution. This shift gave agents full context and customers a smoother, faster experience.

Here’s how they did it:

1. Claimlane at the Core of the Claims Workflow

Luksusbaby introduced Claimlane to take full control of their warranty claims process from customer submission to supplier response.

Self-Service Portal: Instead of relying on email, customers now submit claims through a branded Claimlane portal. It’s quick, intuitive, and mobile-friendly. Customers can upload photos, explain the issue, and track their case, all without needing to log in or chase updates.
Shopify Integration: Claimlane connects directly to Luksusbaby’s Shopify store. That means support agents instantly see order details, product info, and claim history, all in one place. This context helps the team prioritize urgent issues and tailor how they respond.
Supplier Communication: Claims are automatically routed to the right supplier inside Claimlane. The team can track who’s responsive, escalate unaddressed cases, or choose to handle claims internally when it's faster or better for the customer.

❝

Claimlane gives us a full view of a customer's claim history and integrates with our Shopify data. That helps us judge: is this a loyal customer or a one-time buyer?

Tanja Munch — Head of Customer Service, Luksusbaby

"Lets find your order" tab for customer support, guiding users to track their orders efficiently. — Customers submit claims using their order number. Claimlane pulls order details from Shopify so the support team can quickly review and respond - no back-and-forth needed.

2. From Bottleneck to Breakthrough

Warranty claims went from a manual, time-consuming headache to a structured, fast process. With Claimlane, they could:

Track every claim from submission to resolution.
Prioritize high-impact claims (e.g. broken strollers) over low-stake ones (e.g. missing socks).
Instantly forward claims to suppliers or choose to handle them internally if it was faster or made more sense financially.
View product issue patterns and supplier performance over time, helping inform decisions about stock, product pages, and supplier partnerships.
‍

3. Better Supplier Management

‍Claimlane gave Luksusbaby leverage and insight in supplier relationships. They used this data to:

Identify which suppliers were slow to respond or didn’t respond at all.
Set up “no-claim agreements” with exclusive brands, where Luksusbaby handled small issues in-house in exchange for discounts or better terms.
Push suppliers toward better service standards based on clear response and resolution metrics.

❝

Before, we sent an email to the supplier, and then we waited and had to follow up. With Claimlane, the supplier sees everything clearly, and we can track what's going on.

Tanja Munch — Head of Customer Service, Luksusbaby

‍4. Fewer Handoffs, More Ownership

With one team handling every stage of the customer journey, internal communication improved drastically. Agents weren’t passing tickets back and forth or escalating unnecessarily, they had the tools and authority to solve problems on the spot.

This not only sped things up but made the experience feel more personal to customers, just like it did in Luksusbaby’s early days.

The Results

By modernizing how they handle claims and support, Luksusbaby has achieved:

📈 Post-Claimlane performance

1.5h

Average response time on customer inquiries

<12s

Average time to pick up a customer call

-50%

Faster warranty resolution time

Agents freed up from claims admin can focus on the customer experience that matters most.

Selling essential products where every claim is a crisis for your customer? See what Claimlane can do.

Book a demo →

Table of Contents

Toc heading

Company:

Luksusbaby

Industry:

Baby and nusery

Headquarters:

🇩🇰 Copenhagen, Denmark

Employees:

~50

"Claimlane gives us a full view of a customer’s claim history and integrates with our Shopify data. That helps us judge: is this a loyal customer or a one-time buyer?"

Tanja Munch

Head of Customer Service

"Before, we sent an email to the supplier, and then we waited and had to follow up. With Claimlane, the supplier sees everything clearly, and we can track what's going on."

Tanja Munch

Head of Customer Service

Customer inquires

1.5 hour

average response time

Warranty resolution time

50%

Faster

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