Major automaker transforms warranty program with Pega

This major automaker’s warranty operations were plagued by poorly managed payments and approval of inaccurate, duplicate, and fraudulent claims. Approximately 8-10% of the company’s annual $17-$19 million warranty spend could be attributed to the warranty system’s decentralized structure and lack of transparency that allowed bad claims through.

Of legitimate warranty claims, an estimated 10-12% were being processed incorrectly each year. And because the existing program included eleven different systems in four regions and 29 languages, this automaker’s warranty operations needed a major overhaul on a global scale. The company turned to the Pega for help.

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