Leading Automotive Manufacturer Achieved 35% Higher Customer Satisfaction Score with AutoSense

• Outdated Technology

  : The legacy Java/J2EE-based application was no longer able to meet the dynamic needs of the automotive business. The system struggled with scalability issues, slowing down response times and leading to inefficiencies.

• Lack of Integration

  : The warranty management system was not integrated with other critical business platforms such as inventory management and sales systems, leading to disjointed workflows and data silos.

• Limited Functionality

  : The legacy system was incapable of handling modern warranty claims processes, such as real-time claims tracking, inventory checks, and the management of vehicle lifecycles.

• Poor User Experience

  : The dealer portal lacked an intuitive interface, leading to low adoption and significant frustration for dealers who struggled with complex navigation and time-consuming processes.

• Inefficient Claims Process

  : The warranty claims process was manual, error-prone, and lacked transparency, which caused delays, increased costs, and dissatisfied customers.

1. Design Workshops

   : Rialtes began the project with a series of design workshops, engaging key stakeholders from the manufacturer’s warranty, dealer management, and IT teams. These workshops helped define the specific pain points, business requirements, and goals for the new warranty management system.

2. Agile Development Process

   : Rialtes adopted a detailed agile plan, breaking the solution into manageable sprints to ensure timely delivery of key functionalities. Each sprint focused on delivering high-priority features and capabilities, with regular feedback loops to ensure alignment with the client’s objectives.

3. Salesforce Automotive Cloud Integration

   : The warranty management portal was built on Salesforce Automotive Cloud, leveraging its powerful features to streamline warranty claims, automate workflows, and provide real-time visibility into claims processing, inventory, and vehicle lifecycle data.

4. SAP S/4 HANA Integration for Order & Financial Management

   : Rialtes ensured the solution integrated seamlessly with SAP S/4 HANA to optimize order processing, financial tracking, and warranty claim financial settlements, reducing errors and ensuring accurate invoicing.

1. Warranty Claims Submission & Tracking

   : The AutoSense portal enabled dealers to submit and track warranty claims seamlessly. Dealers could view real-time status updates, ensuring faster resolution times and improving overall customer satisfaction.

2. Lead Submission & Nurturing

   : AutoSense’s warranty portal integrated lead submission functionality, allowing the warranty team to capture claims-related leads and proactively nurture them through automated follow-up processes.

3. Opportunity Management

   : The system allowed warranty managers to track potential opportunities arising from warranty claims, including upsell and cross-sell possibilities for extended warranties and additional services, improving overall revenue potential.

4. Order Management

   : The portal provided an integrated order management system for warranty replacements, enabling dealers to track replacement parts, place orders, and update claim statuses in real-time.

5. Inventory Search with Vehicle Images

   : The AutoSense portal offered an intuitive inventory search tool that allowed dealers to check available replacement parts, view part images, and filter inventory by specifications. This reduced downtime and sped up the claims process, enhancing dealer productivity.

6. Vehicle Lifecycle Management

   : AutoSense provided visibility into the entire lifecycle of each vehicle, from the original sale to post-sale services and warranty claims. This holistic view ensured warranty managers had accurate information when processing claims and tracking vehicle-related issues.

By leveraging the AutoSense warranty management solution, the automotive manufacturer achieved several significant benefits:

• Improved Warranty Claims Efficiency

  : The streamlined process for submitting, tracking, and managing warranty claims reduced manual intervention, sped up processing times, and increased dealer satisfaction.

• Real-Time Visibility

  : With the integration of Salesforce Automotive Cloud, the client gained access to real-time data on warranty claims, inventory, and vehicle status, enabling more informed decision-making and faster resolution of issues.

• Increased Dealer Adoption

  : The modern, user-friendly interface of the AutoSense portal led to higher dealer adoption rates, improving overall productivity and engagement.

• Operational Efficiency

  : Automation of key workflows reduced errors, improved accuracy in warranty claim settlements, and freed up valuable resources to focus on more strategic tasks.

• Enhanced Customer Satisfaction

  : The faster, more transparent warranty claims process led to improved customer satisfaction, as dealers could resolve warranty issues promptly, increasing customer loyalty and trust.

1. Stakeholder Workshops & Requirement Definition

   : Rialtes facilitated workshops with warranty, IT, and dealer management teams to capture pain points, define business requirements, and align on a clear project vision.

2. Agile Solution Development

   : Rialtes followed an agile development methodology, delivering the solution in defined sprints, ensuring iterative progress and flexibility to adapt to emerging needs.

3. Custom Warranty Management Portal Development

   : The warranty management portal was built on Salesforce Automotive Cloud, featuring warranty claims submission, order management, inventory tracking, and vehicle lifecycle management.

4. Seamless System Integration

   : Rialtes integrated AutoSense with SAP S/4 HANA for order and financial management, ensuring accurate financial tracking and efficient order fulfillment.

5. Testing & Quality Assurance

   : Rialtes ensured that the solution met rigorous quality standards, conducting extensive testing to ensure the platform’s performance, security, and usability.

6. Training & Support

   : Comprehensive training for dealers and internal teams was provided to ensure smooth adoption and effective use of the new portal. Rialtes also offered ongoing support to address future updates and enhancements.