Effective Complaint handling in the ianufacturing industry – Cranab uses AM System

You can’t handle complaints based on gut feelings. Not in the long run, anyway. At Cranab, they needed to consolidate everything—warranty cases, customer interactions, and root causes—in one place. In AM System, they’ve developed their own workflow that not only lets them see what’s happening but also allows them to analyze and improve it.

Cranab develops cranes, grapples, and impact hammers for the forestry industry. The products are mounted on everything from forwarders to log trucks and are used every day, often in harsh environments. Production takes place in Vindeln and is divided into several stages. This places demands on quality, traceability, and ensuring that everything runs smoothly every step of the way.

“Quality is a top priority for us. That means we also have to keep track of what’s happening,” says Erik Jakobsson, Quality and Environmental Manager.

Interconnected Complaints

Previously, there was no clear way to collect and follow up on complaints and warranty claims.

“It didn’t work to have them on paper or scattered in different places. We needed to bring everything together in one place,” says Per Claesson, Aftermarket Manager.

At the same time, an important piece of the puzzle was missing: understanding the patterns behind what’s happening.

In AM System, Cranab therefore built its own workflow. Customers submit cases via a form, can log in, send photos, and follow the dialogue as it unfolds.

Internally, the cases are forwarded to the right people for investigation, where they are linked to a root cause. Everything is saved—along with serial numbers, history, and decisions.

“We’ve received feedback that it’s convenient. Everything is in one place, and you can see what’s been said,” says Per.

Case Management for Complaints and Warranty Claims

When everything is gathered in one place, things start to happen. After two years, Cranab has built up a clear picture of its complaints. They can see which problems recur, how often they occur, and what causes them.

“Now we don’t have to guess. We have it in black and white,” says Erik.

This allows them to set the right priorities and work more effectively on improvements in both production and the products themselves.

Using the serial number as a key, Cranab can track every product all the way—from what it looked like when it left the factory to how it was installed and serviced at the customer’s site. This also makes a difference when something goes wrong. Previously, it could be difficult to determine where damage had occurred. Today, Cranab has documentation from every step, often including photos.

“If a customer contacts us about damage, we can go back and see exactly what the product looked like when it left our facility. Then it becomes clear whether it happened during production, transport, or at the customer’s site,” says Erik.

Digital Case Management in Production

The new workflow adds an extra step to production, but in practice, it has made the process significantly smoother.

“Before, we had to fill out and scan paper forms. Now we do everything on our phones and take photos right away. It saves time,” says Erik.

At the same time, it’s clear who did what, and that fosters a sense of pride among the employees in the workshop.

“It serves as confirmation that you’ve done things right,” says Erik.

It started as a need for quality control and after-sales service. Today, AM System is used more broadly, and Cranab continues to build on it.

“The more we use it, the more value we get out of it. And the better the basis we have for making decisions,” says Erik.

A management system that evolves over time

Today, Cranab operates with a more coordinated and fact-based approach. They have better control over their complaints, a clearer dialogue with customers, and a foundation that enables them to drive the business forward.

“It’s a big difference from before. Now we know—we don’t just guess,” says Per.