Auto Supplier Takes Warranties Online

Warranty claims management system automates after-sale service at ArvinMeritor

Vienna, VA  April 23, 2002  Auto industry supplier ArvinMeritor is using software from solution provider Entigo to establish a Web-enabled warranty claims management system.

ArvinMeritor, which had sales of $6.8 billion in its 2001 fiscal year, provides a range of integrated systems, modules and components to customers in the light vehicle, commercial vehicle and specialty vehicle markets. The company also operates businesses serving the aftermarket in both passenger car and commercial vehicle markets.

The Troy, Mich.-based manufacturer will implement Entigo's Warranty solution throughout its North American commercial truck and related aftermarkets channel partner network.

Entigo's Warranty is a warranty claims management system that automates the after-the-sale service interaction between manufacturers, multi-tier channel partners and customers. With Warranty, manufacturers and channel partners can submit and view claims associated with user groups, validate and classify claims against product registration information and warranty programs, track standard repair time and log actual labor, among other features.

The new system will provide the company with problem-tracking and material-review capabilities, enabling the company to improve both its warranty claims management processes and customer service to original equipment manufacturer (OEM) dealers through its call center, Entigo said. In addition, the new system will help streamline the approval process and accelerate payment of claims by allowing auto-adjudication of pre-approved claims according to rules and workflow processing.

Entigo said that with real-time access to extensive warranty claim data, ArvinMeritor will be able to reduce the time it takes to identify trends, product failures and quality issues and then proactively provide its suppliers with data on their product components. Early detection of defects could help ArvinMeritor create stronger bonds with key suppliers, protect its brand image and improve customer satisfaction while enabling the company's supply chain to resolve problems and improve product quality and reliability.