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 (Hover over the icons to learn more)
MSX’s comprehensive solution met the brand’s five key objectives
Ensuring the compliance of manually assessed claims
Supporting dealers in warranty handling
Ensuring the compliance of audit procedures
Support the OEM with 360 warranty services
Compatible with the launch of a new sales organization model
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.
faster on dealer enquiry resolution time vs target
improvement on claims processing time
of audit reports completed in under 1 day
faster on dealer enquiry resolution time vs target
improvement on claims processing time
of audit reports completed in under 1 day
By improving the overall enquiry resolution with a higher level of speed and accuracy, MSX has helped instill confidence across the dealer network and in customers and stakeholders.
Enquiries resolution rate without escalation
Overall claims quality
of Dealers supported by coaching improved after visits and avoided a warranty audit
Enquiries resolution rate without escalation
Overall claims quality
of Dealers supported by coaching improved after visits and avoided a warranty audit
The focus on improving support has resulted in increased dealer satisfaction and the reinforcement of brand loyalty.
of dealers declared Very Satisfied / Satisfied with HUB Warranty services
OEM net promoter score on MSX program
of audit chargeback accepted onsite
of dealers declared Very Satisfied / Satisfied with HUB Warranty services
OEM net promoter score on MSX program
of audit chargeback accepted onsite
Fast facts
Customer: Luxury, global automotive manufacturer
Business Opportunity: Fragmented processes, tools and policies resulted in warranty inefficiencies and lack of transparency
Geographical coverage: Europe and importers
Solutions implemented: A centralized warranty hub formalizes global warranty operations and management, boosting accuracy and compliance.