Unifying Warranty and Guarantee Operations with Jumbo Claim Suite

A tailored after-sales platform built for Jumbo to centralize warranty registrations, guarantee validation, claims intake, repair coordination, replacements, and supplier recovery across every channel.

Project For:
Jumbo (Switzerland)
Unifying Warranty and Guarantee Operations with Jumbo Claim Suite
Introduction

Project Overview

Jumbo needed a more reliable way to manage post-purchase service across stores, support teams, and supplier partners. Warranty and guarantee requests were arriving from multiple channels, but the underlying workflow was fragmented. Store teams, service coordinators, and suppliers were working across email threads, spreadsheets, and disconnected updates, making it difficult to validate claims quickly and keep customers informed.

PlusInfoLab designed and developed Jumbo Claim Suite, a branded after-sales platform that centralizes product registrations, proof-of-purchase validation, claim intake, repair routing, replacement decisions, and supplier recovery into one structured system. The result is a single operational workspace for Jumbo's teams and a smoother digital journey for customers.

Strategic Goal

To bring every warranty, guarantee, repair, replacement, and supplier handoff into one SLA-driven workflow so Jumbo can reduce response times, remove duplicate manual effort, and improve service visibility across channels.

Product Vision

To create a clean, customer-friendly self-service experience on the front end and a rules-based operations cockpit for internal teams on the back end, with full claim traceability from intake to final resolution.

Pain Points

The Challenge

Jumbo's after-sales process needed to work at retail scale while still feeling fast and clear to customers. Three recurring bottlenecks were slowing the operation down:

01

Fragmented Omnichannel Intake

Claims could start from store counters, contact forms, service inboxes, or customer support calls. Because the intake points were disconnected, teams struggled to maintain one accurate claim timeline or hand cases over cleanly between departments.

02

Inconsistent Warranty and Guarantee Validation

Receipts, serial numbers, product categories, and supplier-specific policies had to be checked manually. This created delays, inconsistent decisions, and unnecessary back-and-forth with customers when supporting documents were incomplete.

03

Slow Repair, Replacement, and Supplier Follow-Up

Once a case was approved, the next steps often moved through email chains and manual status checks. That slowed repair coordination, replacement approvals, supplier recovery, and customer communication.

Jumbo Claim Suite

The Solution

We built Jumbo Claim Suite as a structured after-sales platform that connects customer-facing claim intake with internal operations, service rules, and supplier workflows in one place.

Omnichannel Claim Intake

A branded self-service journey where customers can register products, upload receipts, attach images, describe issues, and submit claims without relying on back-and-forth email threads. Cases from store teams or support agents follow the same structure and timeline.

Rules-Based Eligibility Engine

The platform validates warranty and guarantee eligibility using purchase date, product category, serial data, required documents, and business-specific policies, helping teams make consistent decisions faster.

Repair, Replacement, and Credit Workflows

Each claim can be routed into the right resolution path with clear ownership, SLA tracking, internal notes, and customer status updates so service teams always know what happens next.

Supplier Recovery and Operations Analytics

Jumbo teams can monitor supplier response cycles, track open liabilities, and analyze claim trends by product line, resolution type, and turnaround time to continuously improve after-sales performance.

Technology
Stack Used

Laravel
Inertia.js
React
MySQL
Redis
AWS S3
Receipt & Document Processing
The Impact

Key Results

65%

Faster Claim Triage

42%

Lower Manual Coordination Effort

100%

Traceability Across the Claim Lifecycle

Jumbo Claim Suite gave service teams one live source of truth for every claim, from the first customer submission to the final repair, replacement, or supplier recovery outcome. By replacing fragmented updates with structured workflows, Jumbo can respond faster, keep customers better informed, and run after-sales operations with much stronger visibility and control.

Why the rollout worked

Jumbo Claim Suite created a single operational layer across registration, validation, service resolution, and supplier communication. Instead of scattered updates across inboxes and spreadsheets, every case now follows one consistent, trackable process with clear ownership and status visibility.

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