Client Descriptor

Client: A Japanese manufacturer of motorcycles, marine products, and other motorized products

Industry type: Automotive manufacturing

Geography or Areas of operations: Global

Challenge

The client, one of the largest motorcycle manufacturers in the world, manufactures millions of vehicles annually. With the volume of vehicles sold each year, the customer was experiencing problems managing the aftersales business processes. The existing system was creating hindrances in the efficient management of the aftersales business. Speed of resolution was also affecting overall customer satisfaction. The client was looking for an IT partner to help them better control their aftersales business and modernize their legacy system with the Siebel Warranty Management Application..

Solution

Wipro enabled the customer’s aftersales business transformation by streamlining their customer service, warranty administration, and claims processing. Wipro implemented the Siebel-based Warranty Management System over the legacy mainframe system. The new application provided faster claim adjudication due to increased auto-approvals and better control of the warranty process (registration, claim, pre-warranty authorization, and dealer/unit/warranty policy management).

Wipro integrated the Siebel application with the customer’s portal application, used extensively by dealers in many countries. We built multiple inbound and outbound interfaces for managing the flow of data to and from the customer warranty system and enterprise applications like SAP, GFAST, and vendor systems.

Wipro also implemented an email address validation process and a reporting tool to monitor jobs, integrated account profiles (to provide 360 views of dealer information), and created a single-page dashboard for customer information and preventive maintenance.

Business Impact

Wipro’s Siebel Warranty Management implementation ultimately modernized the customer’s legacy systems. The customers now have better control over their after sales business and achieved the following business outcomes:-

• Reduction in warranty transaction costs by 30%
• > 80% of claims processed require no adjudicator involvement
• Streamlined warranty operations
• Improved product quality and reduced warranty costs
• Increased extended warranty revenues