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Connected Customer Experience

Warranty Fraud Management Book

Author Ilkka Töyrylä and Matti Kurvinen on Dec-4-2017

Although technology - connectivity, analytics, sensors - has changed a lot and enabled OEMs to implement much tighter controls and detect fraudulent behavior, the general picture looks quite unchanged and warranty fraud continues to be a challenge.

The strategic importance of warranty management has increased and the general maturity of the warranty profession in the industry has improved during the past 15 years. However, the battle against warranty fraud continues to be a challenge for many warranty professionals.

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What is needed to control warranty costs and prevent fraud?

Author Ilkka Töyrylä on Nov-14-2017

Our previous blog “The Dark Side of Warranty Management  highlighted the scale of warranty fraud. Depending on the source, warranty fraud is estimated to be 3 to 15 percent of the total warranty cost. In individual companies, the amount of warranty fraud can be much higher

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The impact of Service Technician on Warranty costs.

Author Eric Marlan on Dec-7-2016

A Service Technician can affect your Warranty costs more than you think. The decisions and actions by a Service Technician (Tech) have a very significant impact the cost of warranty repairs. To reduce warranty costs, warranty and Service departments need to pay more attention to enabling the Tech to make right decisions, capture accurate information, and perform the repairs efficiently.

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Why is Warranty considered a cost center but Marketing is not?

Author Eric Marlan on Aug-26-2016

Companies spend on average 11% of revenues on marketing and 1.5% of revenues on Warranty. Despite the higher cost of marketing, why is warranty considered a cost center, but marketing is not.

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The Next Generation Warranty Software to Reduce Warranty Costs

Author Michael Stroffolino on Feb-11-2016

Over the last two decades, warranty software has been evolving and one can clearly separate this period into three distinct generations of software. Similar to the way the mobile phones have evolved from 2G, 3G and 4G, 2nd generation of warranty was before 2001, then 3rd generation was predominantly driven by web, now the Next generation of warranty is being led by confluence of mobile, cloud, and IoT technologies.

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