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Connected Customer Experience

Controlling and reducing the parts costs in Warranty Claims

Author Eric Marlan on Jul-17-2018

Replacement Parts cost represents 60% or more of the warranty claim expense. Studies indicate that up to 15% of the parts cost is excessive resulting from:

  • replacing good parts leading to NTF (No Trouble Found) issues
  • replacing parts when they can be repaired at a lower cost
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8 Strategies to control the cost of shipping warranty related returns

Author Eric Marlan on Jun-25-2018

WSJ article on annual logistics report finds:

  • Costs for freight have risen steeply since the middle of last year because of rising interest rates, higher price of fuel, and driver capacity constraints
  • Average freight rate per mile have risen between 20% and 30% so far this year
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Ten ways Warranty can improve Customer Satisfaction

Author Eric Marlan on May-24-2018

In a recent benchmark survey results from Strategies for Growth published by Warranty Week, 58% of Warranty professionals identified improving post-sales customer satisfaction as the main driver for higher levels of warranty performance.

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5 Ways to Improve Warranty Communications

Author Eric Marlan on Oct-17-2017

When processing warranty claims, Warranty Processors and Service Providers resort to Emails, Phone calls, and even Fax to exchange information about the Claims. Streamlining the communications and data exchange benefits all stakeholders:

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Is it time to upgrade your Warranty System?

Author Eric Marlan on Feb-13-2017

Many companies still rely on emails, spreadsheets, or custom warranty systems developed long time ago to manage warranty. These warranty systems are inefficient in managing warranty and inadequate to meet the needs of the business to reduce warranty costs and improve product quality.

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Manage Warranty Entitlements

Author Eric Marlan on Jun-28-2016

Managing warranty entitlements is vital for manufacturers to gain control of warranty reserves and claims. Entitlement management involves administration, tracking, and enforcement of policies, coverage terms, expiration dates, and claim reimbursements.

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