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Claims without middlemen - a faster, smarter approach to customer service
Case Study
Industry
A manufacturer of high-quality shower enclosures supplying both large retail chains and smaller stores. The company operates at scale, combining in-house production with a distributed sales network.
Starting point: Claims lost in the middle
In a company that produces and distributes at scale, claims are inevitable – especially due to transport damage or installation errors.
Claims were submitted through various channels: retail stores, wholesalers, or directly from end customers. In many cases, there was no direct contact with the actual product user, which could significantly accelerate issue resolution, especially in the case of installation-related faults. The involvement of intermediaries prolonged the process and negatively impacted end-customer satisfaction.
As a result, the customer service team faced several challenges:
- No direct contact with the person actually using the product
- Scattered data - paper claim forms were circulating between intermediaries and the complaints department
- Difficulty in promptly sending spare parts or providing accurate responses
The company needed a better system: one that allowed for simpler contact, a complete view of claims, and confidence that no complaint would be lost in the process.
Our solution: Data consolidation and Microsoft Dynamics 365 Customer Service implementation
To regain control over the complaints process, we implemented a solution based on Microsoft Dynamics 365 Customer Service, which enabled:
Direct access to end-customer information
Standardized forms and processes ensure that claims now include complete contact details, allowing for faster resolution.
Centralized management of all incoming claims
Dynamics 365 allows the company to track the entire lifecycle of a claim – from submission through resolution to closure.
Knowledge base and response templates
Common issues and solutions are documented in the system, enabling faster and more consistent customer responses.
Integrated collaboration across distributed teams
Customer service and production teams now work on the same data in real time, regardless of their location.
Full visibility into case statuses
The system enables real-time tracking of every claim – nothing gets lost, and priority issues are resolved more quickly.
“WImplementing Microsoft Dynamics 365 Customer Service allowed us not only to centralize all incoming claims, but also to automate the entire process—from submission and customer data verification to real-time tracking of case statuses. With a complete application, the claims team now works from a single, up-to-date database, reducing response time and minimizing the risk of errors.”
Olga Lipińska
Results: More control, faster response, better customer experience
Optimizing the claims process not only improved internal efficiency but also strengthened customer trust, proving that the company truly cares about the user experience.
- Significantly reduced complaint handling time
- Gained complete visibility over all incoming claims - no cases are lost in transit
- Streamlined team workflows - claims are assigned, tracked, and resolved more efficiently
- Improved the customer experience - customers receive help and missing parts faster, without needing to go through intermediaries
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