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SVSeamless claims boost customer loyalty
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About Coop
Coop in Norway is a chain of stores selling groceries, non-food items and Do-It-Yourself products.
Coop carries a wide range of DIY-products, many requiring extensive claims handling, such as spare parts, repairs, and servicing. The stores relied on suppliers for repair and claims services
Marit Eck joined Coop as a Customer Service Representative and soon became Head of Claims for non-food and DIY-products. In her new role, she led the implementation of Reclaimit’s repair solution in Coop stores, working closely with Obs BYGG.
Goals
We needed an easier way to handle claims. Reclaimit provided a simple system for our claims and spare parts requests.
- Marit Eck, Head of Claims
One solution for all claims
Coop needed a single, streamlined solution to manage all their claims efficiently.
Reduce time spent handling claims
Store staff had to manually identify the appropriate supplier and navigate each supplier’s unique claims process, which was time-consuming and confusing.
Increase customer satisfaction
A more efficient way for customers to make a claim would make the experience smoother and less stressful.
Collaboration with Reclaimit
Marit Eck finds that Reclaimt understand their needs well, which makes collaboration seamless. Marit worked closely with Reclaimit from the start and got to know the team really well.
-The onboarding went very smoothly and I got fast and clear response on my questions.
Initially, Reclaimit’s solution focused on product repairs and credit claims. Coop collaborated with Reclaimit on a test pilot for spare parts claims, which was later implemented for some of Coops suppliers.
- It was a very good experience, Marit says.
Reclaimit helps us to extend the lifespan of the products and meet requirements for reuse and repairs on products.
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.
Solution and Results
The stores benefit most from this solution. Customer Service directs customers to the right store, where all claims are processed seamlessly.
- Marit Eck, Head of Claims
Easier process for staff
Improved quality control
Coop now tracks claims more effectively, which helps spot patterns and improve product quality.
Improved customer service
Keep sustainability promise
Key benefits with Reclaimit
✅ Easier process for staff – Clear guidance reduces confusion and processing time.
✅ Improved quality control – Tracking claims helps identify patterns and improve quality.
✅ Enhanced customer service – Faster responses, digital receipts, and automated updates .
✅ Reduced staff queries – Employees now have a structured process to follow.
✅ Seamless collaboration – Strong partnership with Reclaimit, ensuring smooth onboarding and ongoing support.
