RoadRunner Scooters

01 The Challenge

RoadRunner Scooters, a fast-growing DTC electric scooter brand selling across the US and Europe, was drowning in warranty claims. With over 45,000 units sold annually and an expanding product line, their 6-person support team was manually processing 800+ claims per month using spreadsheets and email threads.

Average claim resolution took 14 business days, leading to a flood of frustrated customer tickets and negative reviews. Their NPS had dropped 22 points in a single quarter, and support costs were eating into margins at an unsustainable rate.

Worse, they had no way to offer extended protection plans at checkout, leaving significant revenue on the table while competitors began bundling protection into their offerings.

02 The Solution

RoadRunner partnered with Umbrella to overhaul their entire post-purchase protection experience. The integration took just 3 weeks, connecting directly to their Shopify Plus storefront and existing CRM.

Umbrella's AI-powered claims engine automated the intake, triage, and routing of warranty claims, instantly categorizing issues by severity and type, and triggering the appropriate resolution path without human intervention for straightforward cases.

At the same time, RoadRunner launched customized extended protection plans powered by Umbrella, embedded seamlessly into their checkout flow and post-purchase email sequences. Plans were dynamically priced based on scooter model, accessories, and customer segment.

The Umbrella dashboard gave RoadRunner's leadership real-time visibility into claim trends, common failure points, and protection plan performance: insights they used to improve product quality and optimize their protection offerings.

03 The Results

Within 90 days, average claim resolution time dropped from 14 business days to under 4, a 72% reduction. Over 60% of straightforward claims (battery replacements, cosmetic damage) were now resolved with zero manual intervention.

Extended protection plan attach rates hit 38% within the first 6 months, generating $1.2M in new revenue in the first year, revenue that flowed directly to the bottom line with minimal incremental cost.

Customer satisfaction scores rebounded sharply, with the warranty experience NPS climbing to 4.8 out of 5. Support ticket volume related to claims dropped by 55%, freeing the team to focus on pre-sales and customer success.

RoadRunner was also able to identify a recurring motor controller defect through Umbrella's analytics, working with their manufacturer to fix the issue and reducing related claims by 40% in subsequent production runs.