Success Story: When life hands you a lemon

Warranty claims processing

The Problem
The VP of operations, the factory warranty team, and customers were soured by how this manufacturer was handling warranty claims. Incorrect or unfair claims became the norm. There was no feedback loop to operations. Determining where the cause of the claim rested - with the factory, engineering, or operations - became a regular pickle between departments.

The Unstoppable Solution
Righting a wrong isn’t much fun regardless of how you do it. With that in mind, our goal was to make this process as painless as possible for everyone involved. Their new web-based warranty portal funnels warranty claims while facilitating easy correspondence with factory personnel throughout the claims processing cycle. Alerts and intelligence tools were integrated to further improve customer satisfaction and identify the where the real cost of the claim lies.

The Results
In addition to prompt and accurate claims processing for the customer, the system has made the cause of claims transparent resulting in millions of dollars recouped to internal departments which had been penalized in the past