Warranty Claim Management System (WCMS)
Overview
WCMS was designed to streamline warranty claim tracking for finished goods (FG), providing a centralized platform for automated claim logging, real-time updates, and large-scale analytics. This system aims to enhance efficiency, improve customer satisfaction, and derive actionable insights from warranty claim data.
Challenge
- Inefficient manual processes delayed claim resolution, leading to customer dissatisfaction and increased operational costs.
- Lack of visibility into replacement status hindered the ability to track and manage warranty claims effectively.
- Disparate systems and data silos made it difficult to gain a comprehensive view of warranty claim trends and performance.
- Limited analytics capabilities affected the ability to identify recurring issues and optimize warranty processes.
- Existing tools struggled to handle large volumes of warranty claim data, affecting the ability to derive actionable insights and make data-driven decisions.
Solution
- Implemented a centralized WCMS platform to automate warranty claim logging and tracking, ensuring timely and efficient claim resolution.
- Developed real-time dashboards and notifications to provide updates on claim and replacement status, enhancing visibility and customer communication.
- Utilized Databricks to enable large-scale analysis of warranty claims and performance trends, providing actionable insights and improving decision-making.
- Established a unified data repository on Azure, ensuring consistent and accessible data for analysis and reporting.
- Deployed advanced analytics and reporting tools using Power BI, providing visualizations and dashboards for warranty claim data and performance metrics.
- Leveraged Azure's scalable infrastructure to handle large volumes of warranty claim data, ensuring high performance and reliability.
- Implemented automated workflows and notifications to improve communication between departments, ensuring timely responses and consistent claim management.
Key Results
Reduced Claim Resolution Time
Reduced claim resolution time by 35%, significantly improving operational efficiency and customer satisfaction.
Improved Customer Retention
Improved customer retention rates by 15% through timely claim resolution and enhanced communication.
Enhanced Analytics Capabilities
Enhanced analytics capabilities through large-scale data analysis, providing actionable insights and enabling data-driven decision-making.
Technology
Databricks
Azure
Python
SQL
Power BI