Fleet management is evidently a software-driven practice, especially with manufacturers and distributors working in diverse geographies. Quick updates and massive volumes of database are part of the fleet world, and interconnected software is a must-have to keep distributors and vehicle users adequately informed. Malfunctioning vehicles and slow warranty processes can damage reputations across the warranty chain greatly.
At the same time, software alone does not eliminate the scope for inefficiencies and errors. Although faster processing and automatic workflows ensue from IT implementation, every system, let alone warranty related systems, is subject to the risk of loopholes arising out of industrial circumstances.
The problems manufacturers face today…
Table of Contents
Unclear Communication:
In spite of technology implemented at various stores, distribution stations, and OEM (original equipment manufacturer) offices, decision makers in fleet management are forced to bear with incongruences pertaining to the understanding of warranty policies. As a result, many claims are wrongly processed, often at the cost of the OEM. Some fear that loss-making is nearly becoming a habit in the process of maintaining user satisfaction.
Knowledge Base:
Altering the warranty policy is often required in the warranty business. Some provisions may not be profitable for the OEM or beneficial to the customer. Besides that, OEMs need to know if there has been a high frequency of complaints for a particular part. Resolving the issue in the manufacturing line will help the OEM minimize losses. The question is how do they develop such intelligence?
Lack Of Software Agility:
Most problems arise out of software that cannot be upgraded or algorithmically altered. Given the rate at which technology and markets are changing, it is only realistic to say you don’t know which technology to put your finger on. Market dynamism is causing the algorithm of most software, be it in manufacturing or otherwise, to become almost dismally relevant.
The solutions fleet owners need today…
Integrated Software And Communication:
Upon claims being placed for warranty, manufacturers should be able to validate the complaint or identify the fault, and revert to the customer via some channel. Prompt identification of problems will only help customer satisfaction. As an OEM, you must have the confidence to validate a claim without delays and cross-checks.
OEMs need software features which allow them, their distributors, and service teams to be notified in real-time. Moreover, once a service team identifies the problem, they should also be able to notify the OEM with all the details. A unified notification system is the minimum requirement for this, and without the software being implemented uniformly, notification messages might get lost in transit.
Warranty Intelligence:
Usage of data has been predominant in the recent advancements in enterprise software. The fleet management process can benefit extensively from it, as problems occurring in a particular category of vehicles are likely to repeat. Knowledge of future problems that are likely to come up can help OEMs and fleet management companies make a number of positive moves.
If your fleet management software needs upgrades, first ask for warranty intelligence features from your software provider. It will develop a database of claims, and help you with internal notifications about repeat claims, areas for improvement, and possible fraud as well.
Agile IT Development:
Until a few years ago, IT upgrades required a phased approach and usually proved to be too expensive. Besides, decision makers could show hardly any return on such investments. Today, secure cloud connectivity between developers and OEMs allows them to stay connected and use real-time upgrades without any downtime.
The new way of upgrading software is called agile development, and it can prove crucial in the warranty business. If certain patterns emerge in the market, changes in the warranty set up can become necessary. Hiring expensive IT upgrade services is the least preferred option nowadays, as the changes can be implemented by a developer in a remote location within hours or days.
In a nutshell, fleet management requires a highly efficient operations process when it comes to warranty. Robust software features, combined with easy and accurate upgrades are helping vehicles to run smoothly and contracts to be renewed without sweat.
About the Author:Preethi Vagadia is currently a Senior Business architect with the Service operations practice at a well-known IT Industry in Bangalore. She has worked in several process improvement projects involving multi-national teams for global customers. She has over 8 years of experience in Warranty Claim Management and has successfully executed several projects in Logistics management, Logistics Integration, Reverse logistics, Warranty software and Programmatic Solutions.
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