Customer story
How Swoon easily handles furniture claims with Claimlane
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Claimlane helps us capture every customer issue, resolve it for the customer, and feed that back to the supply chain to drive continuous improvement.
Limited visibility into product issues and supplier claims
As the business grew, they saw opportunities to improve how they handled after-sales issues, particularly in four areas:
- Validate customer evidence: Ensure accurate issue tracking from the first submission.
- Pinpoint product faults with rock-solid data: Understand what's breaking and why, not just what's been returned.
- Connect supplier claims: Save time and energy on every claim forwarded upstream.
- Recover costs from suppliers: Get the money back from vendors when things go wrong.
Swoon wasn’t just looking for a software fix. They were looking for a partner that could help them elevate their entire process. And that’s exactly what they’ve found in Claimlane.
Using warranty claim data to improve the supply chain
By using Claimlane to spot patterns in products issues, Swoon has been able to work more closely and effectively with their suppliers, leading to improvements throughout their supply chain and, in the end, a better experience for their customers.
"The industry seems to focus on returns rather than failure incidents in general. Claimlane helps us capture every customer issue, resolve it for the customer, and feed that back to the supply chain to drive continuous improvement."
- Henry Currer, Head of Operations, Swoon
A key advantage was Claimlane's seamless integration into their existing Magento structure. This integration provided an effortless transition and instant value by utilising workflows and enhancing operational facility. It transformed their ability to manage returns and claims, all while maximising their existing systems. Their operational process became faster, easier, and more reliable.
Beyond the platform itself, Swoon also valued the close collaboration with the Claimlane team. From adapting workflows to finding solutions that fit their needs, the team worked closely with Swoon throughout the process.
"Claimlane have been a joy to work with. Their enthusiasm to collaborate and adapt, and their willingness to customise solutions to our needs have been great."
- Henry Currer, Head of Operations, Swoon
Improving every step of the customer experience
"Claimlane is a vital part of any company's structure. I would rate it 10/10 for importance and necessity."
- Henry Currer, Head of Operations, Swoon
As the partnership continues, Swoon can keep improving its processes, strengthening supplier relationships, and delivering a better experience for its customers.
Want to see how Claimlane can improve your warranty process? Book a demo