Luksusbaby’s Secret to Fast, Reliable Claims in Baby Retail
The Challenge
Moving from a start-up 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 other essential products that needed to work right the first time.
These kinds of products come with a whole new level of complexity. You can’t just throw a broken stroller in a box and send it back. Many issues require spare parts, repairs, or arranging a collection. And when something goes wrong, it’s not just about fixing it, it’s about how fast you can fix it.
Their customers weren’t just shopping for fun, they were buying out of necessity. So when something broke, or a product didn’t fit, it wasn’t just an inconvenience, it was a crisis.
Key challenges they faced:
1. Time Critical Expectations
Their customers were often new parents - stressed, sleep deprived, and short on time. When something went wrong, they needed it fixed yesterday.
2. Clunky, Manual Workflows
Behind the scenes, Luksusbaby was juggling support tickets, returns, and warranty claims with too many spreadsheets and disconnected tools.
3. Slow or Unreliable Supplier Communication
Warranty claims often relied on supplier input, whether it was approving a refund or sending a replacement part.
4. Cost Pressures and Return Volume
Rising shipping costs and frequent returns - especially on bulky or faulty items - were starting to add up.
"We have been adjusting our customer experience to what the market wants. The customer has changed through the last ten years, they are very demanding today much more than they were five years ago, and we learn from everything that they are going through." - Tanja Munch, Head of Customer Service
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
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
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:
- Respond to customer service inquiries within 1.5 hours on average.
- Customer calls are now picked up in under 12 seconds, after agents being freed up from time consuming claims admin.
- Prioritise claims based on product importance (e.g., broken strollers vs. socks).
- Resolve warranty claims internally or instantly forward to suppliers via Claimlane.
