Warranty Admin Solution Drives Success

Technology Category

Functional Applications - Enterprise Asset Management Systems (EAM)
Functional Applications - Enterprise Resource Planning Systems (ERP)

Applicable Industries

Automotive

Applicable Functions

Business Operation
Sales & Marketing

Use Cases

Asset Lifecycle Management
Leasing Finance Automation

Services

Software Design & Engineering Services
System Integration

The Challenge

Randy Shepard & Associates, Inc., (RS&A) specializes in warranty claims processing for new car dealerships nationwide. They handle warranty claims processing by reviewing every claim for manufacturer compliance, applying proper codes, entering the data and ensuring the appropriate documentation is submitted to the manufacturer with each claim. They also handle correcting rejected claims and resubmitting them and provide their customers with claim payment confirmations. However, managing these claims was time consuming especially if a document needed to be verified from a previous day or week. As their business grew, RS&A wanted to expedite their business process associated with processing paper documents, and make it faster and easier to locate any claim electronically.

About The Customer

Randy Shepard & Associates, Inc., (RS&A) is a company that specializes in warranty claims processing for new car dealerships nationwide. They are dedicated to helping dealerships navigate the complexity of warranty administration. RS&A performs warranty claims processing by reviewing every claim for manufacturer compliance, applying proper codes, entering the data and ensuring the appropriate documentation is submitted to the manufacturer with each claim. They also handle correcting rejected claims and resubmitting them and provide their customers with claim payment confirmations. The company is based in New York, USA and has more than 165 clients submitting between 800 1,300 claims a day that range from 3 - 12 pages each.

The Solution

RS&A evaluated several systems, but chose to implement DocuWare because their Authorized DocuWare Partner was able to create a working prototype, provide superior technical support, and connected RS&A with another DocuWare customer who had successfully customized and deployed DocuWare. Today, most claims are received electronically. Each document is brought into IniTrack, indexed with dealer name, manufacturer name and claim number. Annotations are entered on an electronic layer over the document. The annotated information is then entered into the dealer’s computer system and sent to the manufacture for payment. DocuWare acts as the backend document storage archive for IniTrack. As supporting claim documentation arrives, it can be easily added to a claim in process. Staff members do not even need to open DocuWare as a separate program because of its tight integration, allowing them to work in their familiar IniTrack program.

Operational Impact

With DocuWare, RS&A can keep a copy of each claim but still make digital annotations on a separate layer; having the original available is very helpful when answering dealer or manufacturer requests.
DocuWare’s tracking features allow RS&A to see who worked on each claim and allows them to go back to the staff member who originally worked on a claim when answering questions.
Claims are able to be processed more efficiently because handwritten notes are no longer used and the electronic workflow ensures nothing is lost.

Quantitative Benefit