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Blog
March 27, 2020

Best Practices for Handling Warranties and Repairs

By Gaurav Saran
Uncategorized
Do you know whether your system for managing warranties and returns is optimized?

When was the last time you reviewed your current warranty and repairs processes and procedures? If it’s been a while, you could be missing out on opportunities to streamline your operations, reduce total costs, and impress your customers. Having a good warranty and repair program ensures that defective products are repaired and back in the hands of your customers as soon as possible, and that you can track what is happening every step of the way.

Gather Good Information

One of the first steps in a streamlined and efficient warranty repair system is the ability to gather and analyze data. That starts with being able to identify the product or part causing a failure, and aggregate data about warranty claims across your entire company or product line to spot patterns. Next you need detailed information from your team about the primary complaints for warranties or repairs, the root cause of the problem, and what action they took to correct it.

Validate Warranties

Warranties are a great way to show your customers that you stand behind your product, but in order to remain profitable, you must be able to validate that claims fall under your warranty provisions. It’s critical that you have a way to capture accurate information, pre-authorize warranties, verify and approve claims as they come in.

Automate What You Can

If every warranty claim requires someone to manually look up a customer’s information, validate the product purchase, collect information related to the complaint or issue, and approve a warranty request, you are wasting valuable staff time. To speed things up and improve efficiencies, automate parts of your process with a reverse logistics platform that can look up order information, provide a warranty authorization, and send shipping information directly to your customers so they don’t need to call in.

Track Parts and Progress Simultaneously

If your warranties require new parts, waiting around for those parts to come after a warrantied product arrives is a waste of time. Instead, find a system that can automatically identify needed parts so they are ordered and ready to go as soon as it arrives. These systems should also track progress on repairs from multiple departments simultaneously so everyone can be working on their piece at the same time, rather than a linear process that only allows one group to work when another is done. This significantly cuts out repair time and gets the product out of your hands and back in the customer’s hands sooner.

Consolidating your warranty returns and repairs systems as part of an overall reverse logistics management effort can streamline the entire process, managing it from registration and claims to parts returns, supplier recovery, and analytics. By having one platform that does it all you eliminate duplicate or manual work in the process. Find out how ReverseLogix can provide that efficiency for you.

About The Author
A smiling man
Gaurav Saran
Gaurav Saran is a Silicon Valley entrepreneur with a passion for leveraging disruptive and emerging technologies to provide innovative enterprise solutions. As founder and CEO of ReverseLogix, Gaurav brings deep industry expertise and is responsible for driving the overall company direction and product strategy. His ability to combine customer vision with methodical execution and thought leadership has positioned the company as a game changer in its field. Previously, he was with Microsoft for over six years, leading enterprise sales for Fortune 500 companies and driving strategic executive relationships.
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ReverseLogix

The leading SaaS technology for returns management and professional reverse logistics services provider.

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Headquarters

1200 Howard Ave
201 Burlingame,
California 94010,
USA

Development Center

B4 105-107, Spaze
Techpark, Sohna
Road, Sector 49,
Gurgaon, India

EU Office

51 Bracken Road,
Sandyford
Dublin, D18 CV48
Ireland

  • PLATFORM
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    • Smarter Returns
      • Returns Experience
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      • Order Tracking
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      • BI and Analytics
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      • Integrations
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Headquarters

1200 Howard Ave
201 Burlingame,
California 94010, USA

Development Center

B4 105-107, Spaze
Techpark, Sohna
Road, Sector 49,
Gurgaon, India

EU Office

51 Bracken Road,
Sandyford
Dublin, D18 CV48
Ireland

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