Car manufacturers ensure that customers are satisfied when they handle warranty and goodwill issues quickly and professionally. Satisfied customers whose inquiries are dealt with quickly and without too much red tape are much more liable to remain loyal to the company. Lean warranty and goodwill processes are thus a key element for successful after-sales management.

Recourse to components suppliers

In many cases car manufacturers can have recourse to components suppliers in warranty and goodwill cases. This is why the suppliers should be integrated into the warranty and goodwill processes. Standardised procedures ensure that recourse to the suppliers is handled quickly. This allows car manufacturers to keep their warranty costs low.

Costs under control

An important part of warranty and goodwill management is cost controlling. Innovative process models for warranty and goodwill controlling support companies in this area: they ensure legally compliant, efficient procedures and reliable cost monitoring. This also benefits car manufacturers in terms of calculating the provisions that they have to allow for future warranty and goodwill cases.

Cirquent – A competent partner for all warranty and goodwill issues

Cirquent supports car manufacturers in all strategic and technical matters related to warranty and goodwill – from planning and process analysis and design to the development and implementation of IT systems. The consulting and implementation services are based on Cirquent's warranty and goodwill integration model. This model aggregates all the success factors for a customer friendly, lean and cost saving warranty and goodwill management system: process management, warranty controlling, quality management.

Process management

• Optimum warranty and goodwill processes in cooperation with customers, dealers and components suppliers
• Connecting warranty and goodwill procedures to neighbouring processes such as service, technical diagnostics, repairs and quality management
• Integration of feedback information concerning service quality, customer satisfaction or customers' complaints as well as the vehicle status and repair process

Warranty controlling

• Designing the business processes to form provisions in a legally compliant manner
• Developing control systems for warranty and goodwill costs
• Structuring the cooperation between manufacturers and dealer organisations
• Defining service catalogues to reimburse warranty and goodwill costs

Quality management

• Classifying fault patterns
• Fault coding for dealerships, sales, development, quality assurance, components suppliers
• Automatic damage pattern generation

Car manufacturers ensure that customers are satisfied when they handle warranty and goodwill issues quickly and professionally. Satisfied customers whose inquiries are dealt with quickly and without too much red tape are much more liable to remain loyal to the company. Lean warranty and goodwill processes are thus a key element for successful after-sales management.