How GrejFreak Reduced Their Resolution Time on Warranty Claims by 85%

Introduction

GrejFreak, who is a 6 x Gazelle award winner, sells hunting-, military-, and outdoor equipment at affordable prices online. Their massive success and continuous growth are due to their laser focused strategy of delivering a world-class customer experience. 
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Challenges

• Reduce resources spent on claims. On average, 2.5 FTE worked in the Claims & Returns Department contacting suppliers
• Provide even better customer service by reducing resolution time on claims
• Create easier accessible supplier guidelines instead of using Dropbox
• Get data on faulty products to understand the product quality and time spent on individual suppliers
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Solution

In April 2021, GrejFreak launched Claimlane’s Consumer Self-Service Portal and B2B Module. With Claimlane, they streamlined the claim handling process of faulty products with customers and suppliers, all from a single unified platform. 

Their Customer Service team can now: 

• Receive tickets from customers and forward them directly to all their suppliers
• Access specific supplier claim guidelines directly on customer tickets
• Analyse faulty product trends to see the best and worst performing suppliers
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Key Results

• Saving on average 74 hours per week on handling warranty claims
• Reduced time to resolution for claims by 85% going from up to 5 weeks to 3-5 days
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"We went from 2.5 people in our returns & claims department that contacted all our suppliers to only 1 person in customer service handling all inquiries. We achieved our ROI almost immediately by implementing Claimlane.” - Jesper, Head of Customer Service

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