Digitizing warranty management for leading car dealership company

Our client has many manual processes that they have targeted to transform through digitization. As a part of their digital transformation, the client decided to digitize the car maintenance process and computerize the flow of warranty data between mechanics and vehicle manufacturers with a cloud-based application.

Usually, the warranty claims are made in the form of paper documents and processed manually. That means dealing with a lot of the paperwork, recognizing illegible writing, etc. As a result, the whole process is time and cost consuming, and several back-office FTEs were involved in the claim processing. Moreover, paper forms were often missing when the audit inspector needed to check them.

While the company took its strategy towards the digitization of manual processes, our client was focused on immediate ROI when picking projects to invest in. Therefore, we started our cooperation with a 2-week Discovery Phase (onsite/offsite) to evaluate the business impact of the solution. During this time, we performed a gap analysis of the existing warranty management system and designed the business and technical vision for the new warranty system development, which covered initial investment, maintenance costs, and projected cost savings. As a part of this research, we interviewed the end-users (mechanics) and designed the features of the future application to ensure efficiency. N-iX developed the UX/UI design scope from scratch. Together with the client, we worked on the product design of the solution.

When the product design was completed, we proceeded to the end-to-end development and testing of the cloud-based application, including managing operations of customer infrastructure.

As a result of our 4-month cooperation on the project, we designed and developed a warranty tool that streamlines the process of passing the write-up from an automotive technician to a warranty admin digitally.

Together with the client, our team built the warranty system that is ready for customization within any division of the corporation and scaled it to multiple partners (Mercedes-Benz, Audi, more in the pipeline). This has enabled the mechanics to fill in all the necessary information including a unique case number, the description of the problem, its diagnosis, what has been done, recommendations as well as add the attachments and comments. Therefore, warranty admins receive the information immediately, and warranty cases are shortly reimbursed.