Digitizing Warranty Management for a Leading Car Dealership Company

The client is a leading car dealership company in the UK that represents prestigious car manufacturers such as Audi, Ferrari, Jaguar, Bentley, BMW, Lamborghini, Mercedes-Benz, and others. The company provides its clients with both new and used cars as well as after-sales services. As part of their digital transformation, the client decided to digitize the car maintenance process and computerize the flow of warranty data between mechanics and vehicle manufacturers with a cloud-based application.

The client, a leading car dealership company in the UK, was facing challenges with their warranty data management. The process was manual, involving a lot of paperwork and was time and cost consuming. The warranty claims were made in the form of paper documents and processed manually, which often led to errors and missing forms. The client was looking for a technology partner to help them design and develop a scalable cloud-based warranty solution to automate the process and eliminate unnecessary paperwork.

N-iX team helped the client by proving the product feasibility, estimating ROI, building lightweight product design, and ensuring effective end-to-end development and testing. They started with a 2-week Discovery Phase to evaluate the business impact of the solution, performed a gap analysis of the existing warranty management system, and designed the business and technical vision for the new warranty system. They developed the UX/UI design scope from scratch and worked on the product design of the solution. The team then proceeded to the end-to-end development and testing of the cloud-based application, including managing operations of customer infrastructure.

• The new warranty solution has streamlined the process of passing the write-up from an automotive technician to a warranty admin digitally. The system is ready for customization within any division of the corporation and scaled it to multiple partners. This has enabled the mechanics to fill in all the necessary information including a unique case number, the description of the problem, its diagnosis, what has been done, recommendations as well as add the attachments and comments. Therefore, warranty admins receive the information immediately, and warranty cases are shortly reimbursed. The tool has also provided valuable insights into symptoms, trends, and performance, allowing issues to be addressed almost in real time and enabling the capabilities analysis in the future based on the data audited.

• Automated write-up administration, saving around 5% of total warranty claims reimbursements.

• Increased warranty process efficiency by 10% thanks to less rework and unneeded clarification.

• Enabled routing write-ups to a fully-controlled central hub, saving 2-3 FTE yearly in each division.