Customer Success Story: ESN More

Parcel claiming in e-commerce: How ESN and More Nutrition save 85% of time per claim with claim.me

Elite Sports Nutrition (ESN) and More Nutrition, the flagship brands of The Quality Group (TQG), are among Europe’s leading names in nutrition, lifestyle, and wellness.

But with scale comes complexity: statistically, 3 out of every 1,000 parcels encounter a problem, be it loss, damage, or a missing item. At TQG’s volume, that translates into thousands of claims per year.

Driven by a rapidly scaling omnichannel approach, TQG shipped more than 11 million parcels across 12 countries with 11 carriers in 2025 – marking a record breaking year.

The claims challenge: 10 minutes per parcel

With millions of orders processed annually, TQG faced the unavoidable reality of systemic service failures in high-volume logistics.

Before partnering with claim.me, these “service failures” were a significant operational drain

“We were looking at a manual, 10-minute timeframe for every single claim,” says Annika Markmann, Teamlead Customer Service ESN.

At TQG’s volume, those 10 minutes added up to thousands of hours of lost productivity – time that should be better spent supporting consumers, not dealing with carrier claims.

The solution: One-touch parcel claiming from claim.me

TQG needed a solution that matched their High Performance-DNA and met the requirements of a rapidly growing, internationally scalable company. They turned to claim.me, the automated claiming platform powered by Seven Senders.
The goal was simple: tackle the parcel claims challenge asap. The integration process was designed for speed, providing TQG with an easy-tointegrate, low-tech solution that enabled them to immediately start filing claims with claim.me.

This allowed TQG to quickly standardize its entire claims management process across their carrier network. The impact was immediate. claim.me’s platform centralized a previously scattered process in multiple systems with different requirements into a single interface. What used to be a 10-minute administrative burden was compressed into a one-touch process taking less than 1.5 minutes.

The results: From spending time to saving time

By streamlining their claims handling with claim.me, TQG transformed a logistical headache into an efficient process. The results are backed by hard evidence:

85% Time Savings:
The manual effort required for claims plummeted, allowing TQG to reduce the time per claim from 10 minutes to 1.5 minutes.

Standardized Operations:
TQG replaced multiple carrier-specific workflows and interfaces with one centralized, standardized process – significantly reducing operational complexity.

Full Transparency:
Through claim.me’s dashboard functionalities, TQG now has full transparency over metrics such as rejection reasons.

Consumer Happiness:
claim.me enabled TQG to replace paperbased procedures with a seamless digital claims journey – eliminating the need for consumers to print, fill out and manually sign documents.

Looking ahead: Scaling without boundaries

As TQG continues to scale its international D2C presence, the partnership with claim.me provides a scalable “safety net.”

Whether shipping 10,000 or 100,000 parcels a day, the claims process remains frictionless.

“ Through the cooperation with claim.me, TQG is able to reduce the impact of delivery issues while improving operational efficiency with 85% less manual effort, ensuring our team stays focused on what matters: fueling our community,” says Aygül Humphrey, Team Lead Customer Support International at ESN.

Our other articles

Customer Success Story: ESN More

Parcel claiming in e-commerce: How ESN and More Nutrition save 85% of time per claim with claim.me

The claims challenge: 10 minutes per parcel

The solution: One-touch parcel claiming from claim.me

The results: From spending time to saving time

Looking ahead: Scaling without boundaries

Our other articles

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