Introduction

66,000+ warranty registrations and 1,000+ warranty claims in six months showed Diggs Pet something important.

Warranty was more than a support process. It was a place to improve efficiency, create visibility, and give customers a smoother experience after purchase.

For Diggs Pet, Dyrect connected warranty registration, claim submission, media uploads, repairs, replacements, and Shopify-linked workflows into one flow. The result was a cleaner way for teams to review issues, route claims, and resolve customer requests with better context.

About Diggs Pet

Diggs Pet is a premium pet products brand known for safer, thoughtfully designed dog crates and accessories.

Products like Revol and Evolv are made for pet parents who care deeply about quality, safety, and long-term use. For this category, post purchase support carries real weight. Customers want warranty details accessible, concerns handled with context, and communication that does not make them repeat the same information again and again.

With growth across Shopify, retail, and marketplace channels, Diggs Pet needed warranty operations that could support both customer trust and internal efficiency.

Challenges Diggs Pet Faced Before Dyrect

Before Dyrect, warranty registrations and claims were managed through a fragmented support process.

The support team moved between Zendesk, emails, spreadsheets, internal chats, Shopify orders, and customer-uploaded photos or videos.

Key challenges included

• Warranty and customer information spread across multiple tools
• Manual claim verification across orders, proof, photos, and videos
• Limited visibility into claim status
• Extra coordination between support and operations teams
• Friction for customers submitting warranty issues
• Harder tracking for repairs, replacements, and recurring product issues

Every warranty claim needed context before resolution. Agents had to check purchase information, product details, warranty eligibility, replacement needs, uploaded evidence, and customer communication.

The process took effort and made claim tracking harder as volume increased.

Why Diggs Pet Needed Better Claims Visibility

Warranty claims are high-context support moments.

Customers may share photos, videos, product concerns, order details, and service expectations in one request. Support teams need all of this information organized before they can review, route, and resolve the issue.

For Diggs Pet, better visibility meant support agents could understand each claim without switching between several systems. It also meant repair and replacement decisions could be tracked more clearly.

Dyrect gave Diggs Pet a way to bring claim data, product data, customer details, and communication into one connected workflow.

What Dyrect Delivered for Diggs Pet

Dyrect introduced a branded warranty registration and claims management flow.

Customers could purchase through Shopify, retail, or marketplaces, then scan a QR code to register their product. Once submitted, Dyrect created a warranty record, connected it with customer and product details, delivered a digital warranty certificate, and stored the information centrally.

Each registration created a verified product ownership record. Diggs could understand who bought which product, which channel brought them in, and which products were active in the field. And this turned warranty registration into first party customer data.

For claims, customers could submit issue details, photos, videos, and supporting information through a branded portal.

The Diggs Pet team could review claims, inspect media, communicate with customers, and track progress from one dashboard.

Approved claims could move into repair or replacement workflows. Shopify-connected replacements reduced manual handoffs between support and ecommerce operations.

Claims Became Smoother to Review, Route, and Resolve

Dyrect helped Diggs Pet reduce scattered back and forth during claim handling.

Support agents had product details, customer information, uploaded media, claim status, and resolution history in one place. This made reviews more efficient and gave the team clearer visibility into where each claim stood.

Customers also received a smoother experience. They had a branded place to submit issues and share proof, while the internal team had a clearer path to move each request forward.

Work Orders Created Better Service and Replacement Visibility

Dyrect’s work-order reporting gave Diggs Pet deeper visibility into service requests, replacement actions, and recurring issue patterns.

Instead of relying on disconnected notes or manual tracking, the team could see how claims moved after approval. Service requests could be tracked by status, replacement actions could be followed more clearly, and claim reasons could be grouped into useful categories such as design-related issues, manufacturing-related issues, shipping concerns, pet damage, missing parts, cracked trays, and other issue types.

This helped Diggs Pet understand what was happening after claims were submitted. The team could review recurring product concerns, identify affected SKUs, and use claim data as a signal for support, product, packaging, and operations teams.

Claims became more than support requests. They became structured insight into product usage, service needs, and customer experience.

Outcome

In six months, Diggs Pet managed

• 66,000+ warranty registrations
• 1,000+ warranty claims
• High-volume service and replacement workflows
• Structured issue categories
• Better visibility into recurring product concerns
• Cleaner tracking from claim intake to resolution

The value went beyond volume.

Diggs Pet gained cleaner claims workflows, centralized customer communication, first party product ownership data, structured repair and replacement tracking, and better visibility into product issues.

“Warranty is one of the clearest signals of customer trust. Managed well, it becomes a source of insight, data and better product decisions.”

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