Automated Warranty Business Case

15 minutes could save you 5 million dollars!

In this survey you will be asked a series of questions. Please select the answer that best describes your current functionality of the specific warranty process. Once you have submitted your completed survey, MR Insights LLC will compile your results and provide you with your estimated savings potential by comparing your results with "best in class".

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* 1. Enter the name of your company

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* 2. To what extent does your company utilize Prior Approval?

1. We do not use Prior Approval

2. Limited use of Prior Approval, typically tied to part ordering and/or goodwill

3. We only use Prior Approval for body components like metal, trim, glass - all submitted claims must be manually reviewed

4. Prior Approval used on body components, system can automatically edit for compliance

5. Prior Approval with photos used on body components, powertrain and other selected repairs, auto edited

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* 3. Which statement best describes your in-dealership claim preparation process?

1. No guidance for dealers, no Dealer Management System integration, everything must be re-typed into the claim

2. Limited DMS integration, some retyping required

3. DMS integration, captures complete comments, system provides feedback on errors after claim submission

4. DMS integration, all comments captured, no re-typing, Pre-Validation to provide feedback, errors, warnings PRIOR to claim submission

5. Complete DMS integration, Pre-Validation, allows for attachments, all updates provided in real time

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* 4. What functionality is provided by your Automated Claim Editing system?

1. Only uses rules to edit a claim based on time and/or mileage of the claim

2. Basic claim edit rules (time/mileage) plus logic for repeat repair, improper repair, over repair

3. Basic claim edits plus cost per repair comparison, and includes rules based on analytical data

4. Basic claim edits, use of analytical data, plus the calculation of a Risk Score, technician training analyzation, and business users can easily modify edits

5. Advanced claim edits are easily modified by business users, and includes edits using telematics data, session file data, battery code analysis and analytical data.

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* 5. Which statement best describes your Manual Claim Review process?

1. Claim assessors are allowed to select the claims they review, they are not provided with a reason as to why the claim is in for review

2. Assessors select their claims, they are provided the reason why the claim is held for review, and based on the reason, they are provided a scripted process to review the claim

3. Each claim is routed to the most qualified person based on technical and administrative skills. The reason why the claim is held for review is provided.

4. Claim is selected for review based on a RISK SCORE, it is routed to the most qualified assessor, reason for review is provided.

5. Claims are routed to the most qualified person, reason for review is provided, Risk score is utilized, and all information related to the vehicle, claim, and dealership are provided to the assessor along with the claim

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* 6. Which statement below best describes your warranty metrics or KPIs?

1. Warranty is analyzed only with basic tools like Excel

2. Corporate and dealer dashboards are provided with at least one warranty KPI and ad hoc reporting capabilities

3. Corporate and dealer dashboards are provided, multiple KPIs are utilized to measure dealer warranty performance

4. Corporate and dealer dashboards are provided, multiple KPIs are utilized, dealer to dealer comparisons are provided with all data normalized to account for differences in dealer labor rates and parts mark-up

5. Corporate and dealer dashboards are provided, multiple KPIs are utilized, dealer to dealer comparisons are provided with all data normalized, and predictive logic is used to forecast warranty spend

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* 7. Which statement below best describes your dealership warranty audit capabilities?

1. We do not conduct warranty reviews or audits

2. Claims are downloaded in Excel, auditor runs macros and formulas to determine which claims should be reviewed. Done on-site or at desk. Dealer selection is random.

3. Multiple KPIs are incorporated to select what dealers are audited or reviewed. Claims downloaded into Excel, auditor determines which claims to review. On-site or at desk.

4. Multiple KPIs are used, multiple types of reviews and audits are used, an audit tool is used to download claims, select claims with a high likelihood of an issue. The tool guides the auditor and helps to prepare review.

5. Multiple KPIs, multiple types of reviews/audits, an audit tool downloads and selects claims, helps guide auditor, prepares review, and a "penalty matrix" is used to determine the severity of the chargeback or penalty, based on findings.

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* 8. Which statement best describes your Part Return functionality?

1. We do not have a parts return process

2. Dealers are provided general guidelines or a basic report on what parts to return. No tracking is provided, no penalty for non-return.

3. Dealers provided a detailed report of parts to return, "one-click" printing of shipping information, part return is tracked, dealer and company informed of status, penalties for non-return.

4. Detailed part return reporting, penalties for non-return, return requests are updated with information from Quality, multiple parts can be placed in a single box.

5. Detailed part return reporting, penalties for non-return, return requests are updated with information from Quality, multiple parts can be placed in a single box. Photos used is selective cases to replace physical return.

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* 9. How quickly does your system disposition claims?

1. Greater than one week

2. Within one week

3. Overnight

4. Within hours

5. Within seconds

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* 10. How long does it take for claim information to become accessible in your analytical system(s)?

1. Greater than one week

2. Within one week

3. Overnight

4. Within hours

5. Within seconds

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* 11. Are you getting the full and accurate story from your dealers on each claim?

1. I have no idea

2. Dealers tell me it is valid and accurate

3. Claim information is validated against telematic and diagnostic session file data to insure accuracy

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* 12. How satisfied are your dealers with your warranty processes?

1. Not satisfied at all

2. Somewhat satisfied

3. Very satisfied, we are paying the correct amount, quickly and accurately

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* 13. To what extent does your company utilize supplier warranty recovery?

We do not have a supplier warranty chargeback process

Our supplier warranty chargeback process is limited to some recall claims

We do limited number of supplier warranty chargebacks

We have a robust supplier warranty chargeback process

Automated Warranty Business Case

15 minutes could save you 5 million dollars!

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* 1. Enter the name of your company

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* 2. To what extent does your company utilize Prior Approval?

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* 3. Which statement best describes your in-dealership claim preparation process?

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* 4. What functionality is provided by your Automated Claim Editing system?

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* 5. Which statement best describes your Manual Claim Review process?

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* 6. Which statement below best describes your warranty metrics or KPIs?

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* 7. Which statement below best describes your dealership warranty audit capabilities?

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* 8. Which statement best describes your Part Return functionality?

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* 9. How quickly does your system disposition claims?

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* 10. How long does it take for claim information to become accessible in your analytical system(s)?

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* 11. Are you getting the full and accurate story from your dealers on each claim?

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* 12. How satisfied are your dealers with your warranty processes?

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* 13. To what extent does your company utilize supplier warranty recovery?

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* 14. In rough numbers, approximately what is your North American annual warranty spend?

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* 15. What is your reason for taking this survey?

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* 16. What is your name?

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* 17. What is your email address?

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* 18. What is your phone number?