Handling claims, from several hours to 5-10 minutes

Claims are a core part of the furniture industry

At Nimara, which sells furniture and interior items for the entire home, claims are an unavoidable part of the business. Products travel long distances, and customers expect fast, professional handling when something doesn't live up to expectations.

But for the customer service team in Odense, reality looked different. The claims process was heavy, manual - and most of all, time-consuming.

From 10-12 emails to one unified flow

With Returnflows' Claims module Nimara has set up a structured process where the customer chooses between different resolution options the moment they create the claim.

"We’ve set up a selection of resolution options for the customer, where they can choose up front what they want and how we can best resolve the case," says Mirel.

That means customer service has everything they need from the very first moment - photos, description and the customer's preferred resolution - and can approve or reject the case right away.

Close collaboration and fast support

"The team at Returnflows is never more than a call away. They’re available by email and phone - and that’s a clear advantage for us," says Mirel.

For a company with Nimara's volume and complexity, fast and direct access to support isn’t just nice to have - it’s essential.

Fewer returns - more retained revenue

A surprising side effect of the new claims flow is that the number of physical returns has dropped significantly.

"Before, we had far more returns of our goods. That part has now been minimized," Mirel explains.

Customers instead accept discount solutions or gift cards. That doesn’t just save time at the desk - it keeps revenue in the business.

"Customers get a far better solution, and the natural result is that we generate more revenue."