The Challenge: Typically, warranty management solutions are cumbersome and costly with components spread across multiple systems, geographies and divisions. This is compounded by all the different policy, procedures and laws governing each warranty claim.  The result is an in-efficient, inconsistent process that fails to support the customer experience, drives up cost and impacts quality.

Pega’s end-to-end Warranty Management solution offers a unified approach that increases overall product quality, driving down claims and operational costs, while increasing customer satisfaction and cost recovery from suppliers. An easily implemented, cost-effective solution, Pega Warranty Management leverages the industry leading Pega BPM platform to unify data, policy and procedures to automate and manage the end-to-end Warranty process. Warranty teams are empowered to optimize the complete process and leverage claims data in innovative ways to reduce cycle time, improve the customer experience and spot trends or potential abuses.

Major Features/Benefits

• Enhance operational efficiency with the ability to streamline the full warranty management process from product registration to diagnosis, processing, cost recovery and program (recall, parts return, preauthorization, etc.) administration.
• Increase the speed and accuracy of diagnosis with a dynamic self-leaning rule set that ensures the most up-to-date recommendations are utilized to resolve faults and settle claims.
• Offer flexibility and choice with multi-channel portals for dealer/distributors, call centers and Web self-service.
• Rapid time-to-value with pre-built, easily configured processes, rules and other warranty management components that support industry standards including Automotive Industry Action Group (AIAG) and Standards for Technology in Automotive Retail (STAR).
• Continuously improve the process with a central repository of claims data and warranty process analytics that facilitate fast identification of trends, correlations and root cause analysis of product quality issues and claims.

Delivering Real-World Benefits:

• A major US auto manufacturer has gained over $5 million dollars in benefits annually from consolidating all warranty validation rules in its Pega Warranty Management implementation, while reducing nightly batch processing of over 30,000 claims from more than one hour to 15 minutes.