How Mads Nørgaard Strengthened Their Customer Satisfaction

The challenge

The challenge for Mads Nørgaard Copenhagen, like any other fashion brand, was handling claims without creating friction. The process was time-consuming: emails, Excel sheets, and products that had to be shipped back and forth for inspection.

It was costly in three different ways at once:

The goal

Mads Nørgaard wanted to digitise the claim handling process and automate the complaint workflow so both the brand and their retail partners spent less time on every case. Beyond speed, they wanted better data quality, specifically, documentation thorough enough that faulty products wouldn't need to be shipped back for inspection at all. The goal was concrete: cut the environmental impact of claims while keeping the customer experience they were known for.

Results

With Claimlane, Mads Nørgaard Copenhagen now receives digitally documented complaints from all partners. And with a direct line of communication, they now handle a complaint request with a few clicks! They have a perfect overview and know the status of every complaint, allowing them to better serve the customers and pull statistics on their claim performance. The results are clear. Average claim handling time is down, and customer satisfaction is up. Finally, the days when Mads Nørgaard Copenhagen requests wholesale partners to ship back faulty products for inspection are over!

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