Cut Warranty Turnaround Time by 80% and Boost Claim Accuracy by 90%

Warranty Management Solution for Manufacturers & Service Partners

Our warranty management solution empowers manufacturers to streamline service operations and enhance customer satisfaction. Designed for manufacturers like HVAC, Medical Tech, Heavy Equipment, Plant & Machinery, and Solar Panels, the platform enables product registration, warranty verification, pre-authorization for replacements, and seamless claims processing, returns and supplier claims.

Partners can submit detailed claims with photos, track statuses through a portal, and access valuable analytics for insights on part failures and warranty costs. By automating workflows and integrating with systems like SAP, we plan to reduce turnaround time by 80% and improve efficiency by 90%.

Requirements

The client, a leading OEM with over 700 service partners across Australia, aims to modernize and streamline their warranty management processes to meet the following objectives:

1. Product and Customer Management:

   • Enable service partners to identify or register products.

   • Capture and manage customer details in compliance with the Australian Consumer Act.

2. Warranty Verification and Pre-Authorization:

   • Verify warranty eligibility and request pre-authorization for product replacements when required.

3. Replacement and Installation Workflow:

   • Create replacement orders upon approval.

   • Ship replacement products or spare parts to designated addresses.

   • Facilitate installation by service partners.

4. Claim Submission and Settlement:

   • Allow partners to submit claims including labor, travel, additional costs, and parts.

   • Automate claim verification by claim analysts.

   • Integrate settlements with SAP for final payment processing.

5. AI-Guided Processes:

   • Integrate ChatGPT-led AI guidance for:

     • Product and warranty registration.

     • Warranty status checks and settlement tracking.

     • Claim process tracking and guided submission using AI-driven prompts.

   • Enable free-text descriptions, attaching service reports, and ensuring completeness in all submissions.

6. Partner Portal and Pricing Rules:

   • Provide a portal for partners to track claims and settlements.

   • Build labor rates, travel allowances, and pricing rules into the system.

7. Analytics and Insights:

   • Deliver insights on frequently failing parts, high-cost regions, and other warranty metrics.

   • Generate ChatGPT-driven reports to track claim processes and warranty analytics.

Process

1. 1. Product and Customer Registration:

      • Service partners log into the portal to register products and customer details.

      • The system ensures compliance with local regulations.

      • AI-guided registration ensures accurate data entry and reduces manual errors.

   2. Warranty Verification and Pre-Authorization:

      • Partners verify warranty coverage.

      • If replacement is needed, partners submit a pre-authorization request.

      • Upon approval, a replacement order is generated automatically.

   3. Replacement and Installation:

      • OEM ships replacement products or parts to the partner’s address.

      • Partner installs the item and updates the portal with installation details.

   4. Claim Submission:

      • Partners submit detailed claims, including:

        • Hours worked

        • Travel expenses

        • Additional parts or costs

      • Photos of specific components (e.g., battery or inverter for solar products) can be attached.

      • AI-driven prompts guide partners through claim submission, ensuring all necessary details are provided.

      • Free text and attached service reports offer flexibility for detailed issue descriptions.

   5. Claim Verification and Settlement:

      • Claims are verified by the OEM’s claim analysts.

      • Approved claims are integrated with SAP for settlement processing.

      • Settlement status updates (e.g., “Settled but Not Paid,” “Paid”) are visible to partners through the portal.

   6. Analytics and Reporting:

      • Analytics dashboards provide insights into part failure rates, model reliability, warranty costs by region, and more.

      • AI-generated reports enable real-time tracking of claim processes, warranty settlements, and product performance metrics.

Results

By implementing this warranty management solution, the client expects:

1. Turnaround Time Reduction:

   • An 80% reduction in warranty claim processing times, moving from manual Excel-based workflows to an automated system.

2. Efficiency Improvement:

   • A 90% increase in operational efficiency by automating claim submission, verification, and settlement processes.

3. Enhanced Partner Experience:

   • Improved transparency and satisfaction for service partners through a user-friendly portal and real-time status updates.

4. Data-Driven Decision Making:

   • Insights from analytics to identify trends, reduce warranty costs, and improve product quality.

The solution sets a foundation for scaling warranty management to other product lines, such as solar systems, ensuring long-term operational excellence and compliance.