Customer interactions surrounding warranties give organizations an opportunity to engage end users and create value for their brand. However, this can prove incredibly difficult for commercial equipment suppliers, as they must balance supplier relationships with client needs in order to gain optimal results.
This tension between priorities makes data visibility and streamlined communication critical, something that is evident based on occurrences in the auto industry.
A quick auto warranty object lesson
A release published by legal website JD Supra explained that shifting warranty climates in the auto industry are putting greater pressure on suppliers to quickly assess circumstances surrounding a warranty, verify the claim and engage with the OEM to avoid liability problems.
Beyond needing to protect against liabilities, auto dealers also have an opportunity to leverage warranty plans for value creation by taking advantage of the demand for aftermarket services. A Nearshore Americas report pointed out that the rise of the as-a-service economy is making consumers more interested in defined, full-life service plans from suppliers, and digital technologies can help organizations streamline workflows to create revenue opportunities through warranty delivery services.
“Digital technologies can empower vendors to bridge the gap between warranty stakeholders.”
Applying these developments to commercial warranty management
These same core principles of relying on OEMs and having value-creation opportunities extend out to commercial machinery companies. Whether you are selling specialized covers to foodservices plants or supplying equipment for a manufacturer, supporting commercial customers comes with the added pressure that your clients depend on your service to maintain their revenue streams.
The urgency around service claims for commercial equipment providers can detract from the need to thoroughly investigate warranty claims to get OEMs the information they need to provide parts in a timely, cost-efficient fashion.
Digital technologies can empower vendors to bridge the gap between these stakeholders. Giving drivers in the service fleet a mobile device to photograph equipment and file service reports digitally is the starting point. Next, a field service management system can notify project stakeholders, including users back in the office and the OEM, of the report and allow them to access the files immediately. From there, decisions about the warranty can be made quickly and your service teams can get to work.
This digital workflow allows for:
- Improved response times as claims are filed quickly.
- Better warranty coverage for clients as all supported repairs and replacements are tracked within a warranty management module.
- Less clerical work for field service personnel, allowing them to focus on customer service.
This last point is where value creation becomes especially powerful. A customer that has to act on a service warranty is starting in a place of frustration because something is broken. Accelerating your response, getting the OEM support you need and keeping clients informed of all processes through quick digital communications creates the transparency required to drive customer engagement.
A client submitting a warranty claim doesn’t have to end up unhappy. Instead, modernizing claims management can empower service organizations to build brand loyalty through positive experiences.