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After-Sales | Automotive

Warranty Management Process: Automated Control of Claim Processing at a Leading Commercial Vehicle Manufacturer

With approximately 1.5 million warranty claims per year, a high volume of manual verification work, and erroneous billing, a leading European commercial vehicle manufacturer faced a strategic challenge. KBC provided consulting services for the development and supported the implementation of a rules-based system for automated verification. The company’s internal subject matter experts developed the corresponding set of rules, while KBC provided support with requirements, processes, and system integration. The result: redefined core processes and end-to-end IT support from claim submission to credit entry.

Warranty Management Process by the Numbers

Manual applications per year
Rules
defined in the initial set of rules
annual warranty costs 

The Customer

A leading European commercial vehicle manufacturer

The customer is a global manufacturer of trucks, buses, engines, and related services. With an extensive dealer and service network, as well as its own after-sales organization, the company focuses on reliable mobility. Warranty processing is a key and sensitive cost factor in this context: Every undetected error in billing, every subsequent correction, and every cancellation contributes to a deterioration in the cost structure and can negatively impact end-customer satisfaction. A structured, automated validation process was therefore of strategic importance.

The Project

Warranty Management Process Through Consulting, Process Design, and System Implementation Support

KBC was responsible for designing and supporting the implementation of an automated claims review process in the warranty claims handling department. The project centered on three key areas: rules, processes, and systems. The consulting team supported the internal experts in identifying all relevant requirements and guided the development of an initial rule set containing over 2,000 rules, supplemented by a clear overview of all verifiable attributes. For the workflows, the KBC experts designed the necessary core steps and coordinated them with the stakeholders—from definition and maintenance to documentation and review. In the IT environment, the consultants led the identification of relevant requirements for adapting the existing IT infrastructure to enable automated verification of claims directly in the repair shop. In addition, KBC designed and supported the testing phase as well as the international rollout. Implementation took place in close coordination with the Warranty, IT, and Aftersales departments. 

Portrait photo of Nadia Massari, Director at Kemény Boehme Consultants (KBC). A woman with long light brown hair and blue eyes, smiling broadly and warmly at the camera. She is wearing a light gray/white blouse with a V-neck and wide sleeves, as well as a gold necklace, with both hands on her hips.
Portrait photo of Nadia Massari, Director at Kemény Boehme Consultants (KBC). A woman with long light brown hair and blue eyes, smiling broadly and warmly at the camera. She is wearing a light gray/white blouse with a V-neck and wide sleeves, as well as a gold necklace, with both hands on her hips.

This is how we view warranty management and automated processes

When it comes to automated warranty management, our goal is not simply to implement a set of rules. Efficient process design only becomes possible when consultants delve deeply into the technical challenges of warranty processing and truly understand the interfaces between the repair shop, IT, and headquarters. We take responsibility for the results—not just for the methodology.

Nadia Massari, Director at KBC

The result

More Efficient Warranty Management Through Automated Processes

The introduction of the automated system enabled a significant reduction in manual verification steps for warranty claims. The set of rules developed provides a solid foundation for ongoing automated verification, which includes systematic plausibility checks even before a claim is submitted. Core processes for definition, maintenance, and documentation were firmly established. Requirements for system implementation were systematically documented and forwarded to the IT departments. Thanks to automated processing, the rate of subsequent corrections and cancellations was significantly reduced—with a positive impact on customer satisfaction and sustainable cost savings. 

Beyond the immediate success of the project, the initiative strengthened the organization’s digital maturity in the area of after-sales: rule-based decision-making, end-to-end process design, and a close interface between the business unit and the IT infrastructure established a sustainable foundation for future optimization projects in warranty and service contract management. The system was also implemented as a communication project—with flyers, training materials, and a systematic rollout to the workshops and the sales organization. 

Other Projects That Make a Difference

Portrait photo of Nadia Massari, Director at Kemény Boehme Consultants (KBC). A woman with long, straight light brown hair and blue eyes, smiling broadly at the camera. She is wearing a light gray, loose-fitting blouse with a V-neck and short sleeves, black pants, a gold necklace, and a dark watch on her wrist. Her hands are on her hips, and she has an energetic and open posture.
Portrait photo of Nadia Massari, Director at Kemény Boehme Consultants (KBC). A woman with long, straight light brown hair and blue eyes, smiling broadly at the camera. She is wearing a light gray, loose-fitting blouse with a V-neck and short sleeves, black pants, a gold necklace, and a dark watch on her wrist. Her hands are on her hips, and she has an energetic and open posture.
Nadia Massari
Director

Facing a similar challenge? Talk to us

Whether it’s automated application review, digital process optimization in warranty claims handling, or systematic policy management: In a brief discussion, we’ll determine which steps make sense and how KBC— an international boutique consulting firm based in Munich —can help you move forward. 

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