Raising the bar: Transformational warranty solution exceeds expectations
Fast facts
- Customer
Luxury, global automotive manufacturer
- Business challenge
Fragmented processes, tools and policies resulted in warranty inefficiencies and lack of transparency
- Geographical coverage
Europe and importers
- Solution implemented
A centralized warranty hub formalizes global warranty operations and management, boosting accuracy and compliance.
Rethinking warranty operations
For many OEMs, modernizing warranty operations represents a strategic move towards greater efficiency, creating opportunities to streamline processes, integrate multiple data streams and emerging technologies, and accommodate new requests.
This was the goal of one luxury, global brand, whose disparate databases, processes, and internal systems led to a high degree of fragmentation. Despite its global warranty policy, most markets were working in a customized, stand-alone manner. The OEM needed to handle these challenges cost effectively, while ensuring customer needs were met.
Improvements in compliance and quality, speed, and satisfaction exceed expectations.
Commitment to excellence
The brand established a strategic partnership with MSX, delivering continuous improvement across all European national sales companies and more than 100 global importers.
Following a strategic feasibility study, MSX designed a comprehensive solution to ensure all claims processes are compliant with policies and procedures. The solution enhances dealer performance, improves warranty processes, and helps manage the audit process, while increasing the service level in terms of effectiveness.
MSX’s comprehensive solution met the brand’s five key objectives
MSX worked closely with the OEM to define a roadmap that focused on continuous improvement and ensured the best delivery method for the new strategy. The approach included a robust warranty management center, which centralizes warranty handling across the organization.
The newly established MSX Warranty HUB comprises a Claim Review Hub as well as an Audit Hub, both with dedicated resources coordinating prior approval, goodwill authorization, claims assessment, coaching and audit delivery from a central location. The hubs apply central regulations and, using specialized tools, collate data across all markets. An integrated Business Intelligence Team works with these tools to interrogate real-time data and deliver complex reporting dashboards that can be used to measure performance and support the ongoing flexibility and adaptation of the project.
Quality and satisfaction soar
To date, MSX’s unique solution has achieved a 5:1 return on investment and has transformed the customer’s warranty operations, delivering remarkable achievements in compliance and quality, speed, and satisfaction.
Through rigorous adherence to industry standards, MSX has ensured that the solution meets the highest compliance benchmarks while reducing downtime and supporting operational efficiency.
