Case Study: Black Diamond cuts warranty claim SLA from 25 to 5 days with Claimlane

Black Diamond cuts warranty SLA from 25 to 5 days with Claimlane

Black Diamond, an outdoor equipment company, faced significant challenges with their manual warranty and repair process, which relied heavily on email and led to long resolution times averaging 25 days. Their outdated system caused delays, confusion during peak volumes, and a lack of structure for incoming tickets. To address this, they partnered with vendor Claimlane to implement its warranty and repair management software.

Claimlane automated Black Diamond's workflows with a self-service portal that routes tickets, collects information upfront, and includes repair eligibility checks. The solution provided automatic customer updates and a centralized dashboard for the team. This resulted in a dramatic reduction of their service level agreement from 25 days to just 5 days and a 65% faster response time, delivering a much faster and more structured experience for both customers and the internal team.

Black Diamond