Case Study: Cubitts increases repairs by 25% with Swap

Cubitts - Customer Case Study

Cubitts, a London-based eyewear company, faced a complex and friction-heavy manual process for handling customer repairs, returns, and warranties. Their customers had to navigate a difficult-to-find service on the website and engage in lengthy email exchanges to initiate a repair, which created a poor experience. Cubitts partnered with the vendor Swap to implement its tailored warranty, repairs, and returns service to address this challenge.

By launching Swap's self-service online portal, Cubitts automated and streamlined the repair process. This solution led to a 25% increase in repair usage from customers. For the operations team, Swap saved at least five minutes per repair order, equating to over six hours of saved time each week, while also providing peace of mind through a more seamless returns system.

Cubitts

Joe Bell

Head of Experience