Digital Mission

Creating Experience Ecosystems

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Omni-Experience Customer Engagement Advanced Channel Management

Intelligent Warranty Resolution

Current Situation

Warranty claims process (product registration, capture, validation, fraud detection) is slow and involves manual processes from the dealer or customer to the OEM. This process leads to delayed resolution, frustrated customers, fraud, and overdue product innovation as defects and product failures aren’t identified early.

 

 

 

 

Goals and Objectives

Improved customer and dealer experience, faster claims resolution, decrease in fraudulent claims received and incorrectly paid, and reduction in warranty costs

Technology Deployed

Hardware: Servers, storage, IoT, smartphones, and tablets
Software: Big Data/analytics, cognitive/AI, machine learning, cloud, mobile, CRM, and SLM
Service: Business services and IT services

Use Case Summary

Incorporating automation in the warranty claims management process with the use of artificial intelligence and machine learning to streamline the process and identify product issues, fraudulent claims, and incomplete claims faster at scale

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