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Connected Customer Experience

Selecting the right Software Partner for Warranty and Service Contract Management

Author Michael R Blumberg on Dec-17-2019

The growing importance of Warranty and Service Contracts for Manufacturers

Over the past several decades, durable equipment manufacturers have experienced an evolutionary shift with respect to how they manage service interactions after the original product sale. Manufacturers originally considered the warranty as a necessary cost they had to contend with in order to keep the customer happy, resolve product failures, and obtain critical data required to improve product quality.   Manufacturers no longer view the provision warranty and aftermarket service as a cost of doing business that must be controlled but as an opportunity to add value, obtain critical insights to drive product innovation, and generate incremental revenue and profits.

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Enabling Suppliers to manage claims, returns, and quality for all OEMs through a Connected Warranty Processes

Author Michael R Blumberg on Nov-7-2019

Mize recently hosted a workshop at the ENG Automotive Warranty Summit USA titled Enabling suppliers to manage claims, returns, and quality for all OEMs. Ashok Kartham, Mize’s Founder and CEO, kicked off the workshop by posing the following question: What is one key factor that drives warranty performance improvement?”. Of course, warranty performance is broad, consisting many measures such as claim automation rate, supplier recovery rate, cycle time for Detection-to-Correction, and related factors such as COPQ. As such, the question is not easily answered. However, the experts at Mize’s have reached a conclusion is that the key factor is the “Connectedness” of the warranty process.

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AWM 2018 Working together to reduce warranty and NTF

Author Eric Marlan on Oct-30-2018

This blog post is based on workshop session by Mize at ENG’s Automotive Warranty Management conference on Oct 16th & 17th in Dearborn, MI. You can download the workshop presentation or read the summary blog post about the conference.

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Lessons from Automotive Warranty Management USA 2018

Author Eric Marlan on Oct-23-2018

The ENG’s 3rd annual Automotive Warranty Management USA, sponsored by Mize, took place on Oct 16th and 17th in Dearborn, MI. The event attracted over 110 warranty leaders from the automotive industry. This blog post summarizes the key themes, presentations, metrics, best practices, and technologies discussed during the conference.

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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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