How GrejFreak Reduced Their Resolution Time on Warranty Claims by 85%
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.
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
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
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
We achieved our ROI almost immediately by implementing Claimlane.
Jesper Nielsen
Head of Customer Service, GrejFreak
