Automating the Service Channel at Goodman Manufacturing

Warranty management solution tapped to give distributors more control over claims process, help increase service and product quality

Warranty management solution tapped to give distributors more control over claims process, help increase service and product quality

Fairfax, VA — September 24, 2004 — Cooling and heating systems company Goodman Manufacturing is set to use a Web-based warranty management solution from ServiceBench to connect Goodman to its approximately 300 distributors and potentially thousands of participating contractors, automating numerous service activities across the channel.

The Houston-based Goodman family of companies is the second-largest unit manufacturer of residential and light commercial heating and air conditioning products in the United States, and the world's largest privately held heating and air conditioning manufacturer. The company manufactures its products in Texas and Tennessee and sells through 700 company-owned or independent distributor locations across North America.

Goodman will use ServiceBench's Warranty Management Solution to automate its distribution channel. With the ServiceBench system, Goodman distributors and service contractors will be able to register and process warranty claims online. In addition, with data trending features, Goodman will gain insight into its service operations to better understand key trends, product performance and related warranty costs, according to ServiceBench.

The manufacturer is looking to the solution to help streamline channel operations, increase accuracy, reduce costs and further improve service delivery.

"At Goodman, we are committed to delivering the highest quality products backed by superior warranties and service, and our alliance with ServiceBench will enable us to take this goal even further," said Gary Clark, senior vice president of marketing with Goodman. "With the Warranty Management Solution, our trusted channel partners will be able to do their jobs more easily, while Goodman will be able to easily track important service trends, helping us to improve our value in real time."

"The ServiceBench Warranty Management Solution is designed to give companies like Goodman not only improved operations, but improved relationships across the channel," added Michael Dering, president and CEO of ServiceBench.
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