Customer story
How Skechers Decreased Their Claim Handling Time by 80%
It was amazing how easy it was to roll out the Claimlane platform. The support during the rollout has been fantastic, and it played an essential role in onboarding our stores and wholesalers.
Two-week process time for every warranty claim
As Skechers grew, managing warranty claims through Excel spreadsheets became increasingly difficult. The team needed a better way to handle claims, track product issues, and manage supplier credit notes.
The existing process created three main challenges:
- Two-week processing times: Warranty claims took an average of two weeks to process, leaving faulty products sitting in store showrooms and taking up valuable space.
- Poor documentation and oversight: Claims were often approved based on trust, without enough information to verify product faults.
- Too much manual work: Managing claims and credit notes through spreadsheets took time away from other store operations.
Skechers needed a more structured process that would reduce manual work, improve claim documentation, and help stores resolve issues faster.
One view of every claim, across stores and online
Skechers now uses Claimlane's cloud-based platform as an all-in-one solution for handling claims across all their sales channels:
- Channel 1 - Online webshops
B2C customers submit claims directly through the self-service portal on every webshop. - Channel 2 - Physical stores
50+ Skechers-operated stores across the Nordics, all running the same claim workflow. - Channel 3 - B2B wholesale
1,500+ retail partners including Skoringen, Intersport, and Eurosko.
Because all their processes are now streamlined and data is well-structured, Skechers now has a single source of truth. This means they can monitor, report, and train their store managers on product issues in real-time. Lastly, the omnichannel functionality allows Skechers to service their customers across online and offline channels, ensuring a smoother customer experience.
From two weeks to 1–2 days, with less manual work
Operations with Claimlane:
- 80%+ reduction in claim processing time. From an average of 2 weeks, down to 1-2 days
- Automated workflow the team focuses on priorities instead of copy-pasting claim data
- Perfect documentation and full visibility of claims, problem items, and supplier performance
- Better Customer experience, faster resolutions across every channel, consistently
"It was amazing how easy it was to roll out the Claimlane platform. The level of communication and the manuals Claimlane provided made implementation much easier. From our managers' perspective, that was a huge advantage. The support during the rollout has been fantastic, and it played an essential role in onboarding our stores and wholesalers."
— Nicklas Smedegård, Business Controller, Sports Connection