When Swoon saw an opportunity to refine its aftersales service by finding better ways to manage claims and supplier interactions, it turned to industry leader Claimlane – and the results are already speaking for themselves …
When selling well-designed furniture, every detail matters – from the first impression of a product online, to how issues are handled after delivery. For furniture retailers, customer experience does not stop at the checkout – it extends to how returns, claims and supplier relationships are managed.
Swoon, “the online furniture brand for the home obsessed”, has built its reputation on high-quality, handcrafted statement pieces. But even with a strong brand and many satisfied customers, Swoon always knew there was room to improve its aftersales experience.
“Swoon needed a smarter, more efficient way to manage claims and supplier interactions – and that’s where we came in,” says Claimlane.
Making claims and returns effortless
Managing returns and claims in the furniture industry can be a slow and frustrating process, says Claimlane. Without the right systems in place, retailers often face: time-consuming issue validation (proving faults to suppliers can involve long email threads, back-and-forth negotiations, and unnecessary delays);
a lack of clear data (without structured insights, spotting patterns and preventing recurring issues becomes difficult); operational inefficiencies (managing claims manually takes up valuable time that could be spent enhancing customer experience); and supplier disputes (without strong evidence, securing refunds or replacements from suppliers can be a challenge).
Swoon wanted a solution that would not only simplify these processes, but also provide data-driven insights to improve operations and supplier relationships.
Read the full case study in March's issue.
