Case Study: Silver Cross improves warranty claims and customer support with Claimlane

Silver Cross boosts first contact resolution to 84% with Claimlane

Silver Cross, a UK-based baby products company, faced a complex challenge in handling high-stakes warranty claims that came from both direct customers and retail partners. Their process was slow and stressful for time-poor parents, and internally, manual handovers between teams caused delays. They needed a simpler, more connected solution to improve the experience for everyone involved, which they implemented using Claimlane's post-purchase platform.

Claimlane provided a solution by bringing all warranty claims into one structured process connected to Silver Cross's Shopify setup. This created a single self-service portal for customers and a streamlined system for retailers and internal teams to manage claims. The results were significant, including an 84% first contact resolution rate, a CSAT score of 84, and a Trustpilot rating increase to 4.4, allowing agents more time to focus on urgent cases.

Silver Cross