How MaxGaming uses AI agents to solve complex RMA cases 77% faster

The Problem

Over the years, MaxGaming’s product offering has grown to more than 30,000 SKUs across 200+ brands. With that size, they face two clear challenges:

• Resolving customer cases takes too long
• Getting a support agent onboarded and operating at full capacity takes too long

Both challenges stem from the size and complexity of their product catalog. Each case required extensive information to resolve.

The process was manual and often required digging through online guides and supplier documentation to understand how to handle the issue.

“Electronic cases can be complex, and sometimes a new issue would come in that the support agent hadn’t handled before. That combination often slowed down our response time.” — Nick Magnusson, Head of Customer Service

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The Requirements

• Self-serving customers: MaxGaming needed a single, customizable ticket intake portal that collects all information from customers, up front.
• AI Agent workflows: As a modern company, they wanted to use AI to help human agents, remove manual lookups, and resolve complex cases faster and more consistently.
• Ease of adoption: Nick and the team needed a platform that can be implemented quickly, not years down the line.

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The Alternatives

MaxGaming initially handled post-purchase manually through emails and spreadsheets. As they grew, it became clear they needed a platform to automate the process.

They evaluated several post-purchase solutions, but none delivered the speed, flexibility, or modern UX they required. Other solutions had long implementation times, struggled with the complexity of electronics, or hadn’t shipped meaningful features in years.

“We were losing hope of finding a software that could fit our needs. But the moment we were introduced to Claimlane, we were just blown away. It was customizable enough to fit almost any use case we needed.” — Nick Magnusson, Head of Customer Service

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The Solution

Here is how their new process works today:

• Customer submits: The customer self-serve their ticket through MaxGaming’s portal, uploading all relevant information upfront, including photos and serial numbers.
• AI reviews: The AI Agent in Claimlane checks that images and videos match the reported problem and analyzes similar past cases, checks business rules and searches online to determine the best outcome.
• Agent acts: Human agents receive a suggested action plan for the ticket, with recommended messages, outcomes to choose from such as replace, refund, or deflect, and status updates, enabling them to move faster and deliver better service.

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The Results

Claimlane enables MaxGaming to move from manual, knowledge-dependent case handling to a standardized, AI-supported workflow.

What used to require digging through supplier documentation and internal notes is now guided by AI-driven recommendations:

• 77% faster resolution times across all RMA cases. By removing manual lookups and guiding agents with instant, AI-powered recommendations, complex tickets are resolved much faster.
• More confident decision making. Support agents report feeling significantly more confident that they’re making the right decision, as each case is backed by structured data, historical insights, and supplier policies.
• Faster onboarding of new support agents. New team members no longer need months, and sometimes years, of product and policy training. They are ready from day one.
• Happier customers. MaxGaming notes that customers frequently reach out to thank the team for the fast resolution.

“Before Claimlane, every case required manually digging around to find the best solution. Now we move faster and with real confidence. You can feel the impact within our support team and in every customer interaction” — Nick Magnusson, Head of Customer Service