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Claimlane, the end-to-end returns management system, has been appointed by Matas, one of Denmark’s largest retail chains, as it continues to experience rapid e-commerce growth.
Matas, with 266 stores across Denmark and a website that ranks as Denmark’s third most visited online shopping portal, has fully integrated the Claimlane platform into its website. This provides customers with the online tools needed to initiate claims, returns, delivery issue reports, repairs, and more, allowing them to remain fully in control of the process until a swift resolution is reached.
One of the main drivers behind Matas’ implementation of Claimlane is the change in customer behavior and expectations. Post-delivery issues, such as returns, claims, and repairs, are known for being notoriously complex to process, as they require significant involvement from both customers and partners.
As customers demand more from retailers, Matas realized it had to improve customer self-service and streamline internal operations. For all post-delivery customer inquiries, retailers need certain information from customers to process the request. The complexity of this varies across issue types and product types, as do the possible resolutions.
By applying advanced customer self-service, Matas is able to capture all the relevant information, including fault evidence, photos, and other key details, from the customer from the start. This helps the customer service team achieve great operational efficiencies, as they can quickly find the right solution for the customer, as well as automate many of the cumbersome manual processes that previously consumed significant staff resources.
Matas is seeing great results early on:
Elisa, Head of Customer Success at Matas, said: “Whether customers are shopping in-store or online, their expectations are, quite rightly, increasing every day. We, therefore, decided the time was right to invest in our vital online aftercare service, something which many retailers often overlook, despite its power to make or break a retailer’s reputation if they do not get it spot-on.”
Michael Sørensen, Co-Founder at Claimlane, added: “Matas is one of Denmark’s most high-profile and instantly recognized retailers, known for providing nothing but the very best service standards to loyal customers who visit their stores and shop online. We are honored to be working so closely with Matas to ensure its aftersales process reflects the same quality standards of service that the company is known for providing.”
About Claimlane
Claimlane offers an intuitive product claims and returns management platform tailored for retailers and brands.
Since expanding to the UK in 2021, Claimlane has gained significant traction, with over 8,000 clients globally benefiting from its solution. The platform streamlines communication with customers and across the supply chain, optimises back-office workflows to meet diverse B2B and B2C requirements, and simplifies the traditionally complex and inefficient returns process.
Claimlane is committed to enhancing customer experiences, automating processes, leveraging data insights for operational efficiency, and paving the way towards a sustainable future.
For more information visit www.claimlane.com
About Matas
Matas Group is the Nordic leader in beauty and wellbeing, consisting of the banners Matas, KICKS and Skincity. With almost 500 stores and leading web shops across Denmark, Sweden, Norway, and Finland, they are the leading omnichannel player offering a curated portfolio of third-party brands, own brands and an emphasis on personal and expert advisory and service excellence. Matas have more than 5 million loyalty members across the Nordics. Matas Group is listed on Nasdaq OMX Copenhagen.
