EN
SVDoubled growth – same team
How Amundsen Sports succeeded
About Amundsen Sports
Amundsen Sports is a Norwegian premium brand within outdoor and adventure clothing, inspired by Norwegian expedition history and the Norwegian outdoor lifestyle. E-commerce is a central part of the business and targets several international markets.
Hedda Jacobsen is the After sales manager and has worked at Amundsen Sports since 2021. She was involved in the implementation of Reclaimit, from the initial meeting through to go-live.
As we grew, it became clear that the existing solution was not sustainable. The need for efficient and scalable processes became more apparent. We decided to make a complete overhaul. Hedda Jacobsen, After sales manager
Desired outcomes based on current issues
Automated processes
The returns handling was largely manual and fragmented.
Effective work flow
Customers registered their returns online, but manual handling was still required afterwards. Communication took place via email and each return had to be registered and processed in both the ERP system and the e-commerce platform.
Improve customer service
Processing times were long, especially since no work was carried out on weekends. For customers, this could mean having to wait a long time for a return label.
Centralised information
The manual handling and lack of centralized systems made the process time-consuming and prone to errors. Cases often had to be double-checked, which further increased the workload.
Better insights and reports
A clear overview was lacking. The team rarely knew what was on its way back as returns. Opportunities for analysis and follow-up were limited.
Collaboration with Reclaimit
Amundsen Sports highlights Reclaimit’s flexibility as a key strength. As the company continues to grow, they see strong opportunities to further develop integrations and streamline workflows. The collaboration is viewed as a long-term solution that supports both expansion and efficiency.
The decision to choose Reclaimit Retur was based on smooth collaboration and clear communication from the outset, as well as the ability to adapt integrations to the existing system environment. The implementation was carried out in phases, with close dialogue between the teams.
I would recommend Reclaimit and have already recommended it to others in my network. Hedda Jacobsen, After sales manager
Solution and Results
Coop’s internal support team no longer receives frequent “How do I make a claim?” inquiries. The Reclaimit system provides clear guidance, making it easier even for new employees to follow procedures and reducing onboarding time.
The stores benefit most from this solution. Customer Service directs customers to the right store, where all claims are processed seamlessly.
- Marit Esk, Head of Claims
✔ Easier process for staff
With Reclaimit’s solution Coop can provide information upfront for the staff about how to make a claim. It means quicker help for the customer standing in front of them in the store.
✔ Improved quality control
Coop now tracks claims more effectively, which helps spot patterns and improve product quality.
✔ Improved customer service
Customers get continuous digital updates which enforces the notion that Coop care for their customers.
✔ Keep sustainability promise
Under the EU’s Right to Repair legislation, retailers must offer repair solutions. Marit emphasizes that sustainability isn’t just about processing returns—it’s about empowering customers to repair products themselves.
Sollutions and Result
I appreciate that solutions are continuously adapted to our needs and that the dialogue is fast and solution-oriented. There is always time for questions and further development. Hedda Jacobsen, After sales manager
Automated returns
Reduced manual workload
Increased efficiency
Analysis and insights
Access to clear reports and analyses of return reasons, geographic patterns, and flows between different markets. This provides valuable insights that are used across all aspects of the business.
