Swoon x Claimlane | Case Study
Swoon, the online furniture brand for the home obsessed, is known for its statement pieces and commitment to quality. Swoon has always focused on getting things right for its customers. But, like any forward-thinking company, they knew there was always room for improvement.
Enter: Claimlane.
Aiming for Perfection
Swoon was already succeeding in a crowded market with its carefully curated range of furniture. Their online-only model allowed them to focus on continuously improving the customer experience. But there were pain points.
More specifically, they wanted to focus on the following:
- Easily validate customer evidence to ensure accurate issue tracking
- Pinpoint and understand failures with ease, making sure data was rock-solid
- Streamline claims to suppliers, saving both time and energy
- Get their money back from suppliers when things went 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.
Results That Speak for Themselves
Swoon's partnership with Claimlane has been a huge success, helping them make better decisions based on data-driven insights. By spotting patterns in issues, they've been able to work more closely and effectively with suppliers, leading to improvements throughout their supply chain and, in the end, a better experience for their customers.
Our streamlined platform offered exactly what Swoon needed. 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.
“The industry seems to focus on returns rather than failure incidents in general,” says Henry Currer, Head of Operations at Swoon. “Claimlane helps us capture every customer issue, resolve it for the customer, and feed that back to the supply chain to drive continuous improvement.”
On top of the amazing technology and solutions Claimlane provided, Swoon's highlight of working with the team has been simply ‘working with the team’.
As Henry puts it, 'Michael, Jeff and Chuck 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. The people at Claimlane really are a key selling point of their service”.
In Conclusion
In a world where "good enough" is often satisfactory, Swoon’s relentless pursuit of improvement is a welcomed change. Their partnership with Claimlane has proved that both companies share a vision for what the future of the industry should look like.
Swoon believes there’s a massive necessity for software like Claimlane in the furniture industry. Constant improvement isn’t just an afterthought, it’s a requirement. Without the right tools to streamline processes and provide actionable insights, companies risk falling behind and losing their competitive edge. . As Henry puts it: “Claimlane is a vital part of any company's structure. Rating it 10/10 for importance and necessity.”
For a company that is always looking for ways to customize its processes and exceed customer expectations, Claimlane looks forward to the continuous evolution that the partnership brings. The result for Swoon? A stronger, smarter supply chain and a better experience for every customer.
After all, for a company that caters ‘for the home obsessed’, it’s no surprise that they’re obsessed with making every part of their business just as flawless as their furniture.
Interested in hearing how Claimlane can help your business tackle warranty claims?
