Modern Warranty Decision-Making: Manual Foundations to AI Diagnostics

Mitsubishi Logisnext Americas has extended a warm invitation to the MAPconnected Warranty, Aftersales & Aftercare Services Network for our 4th annual facilitated Club Study on June 17-18 at their brand new Customer Experience Center in Houston, TX.  The event will feature 1.5 days of facilitated benchmarking, coordinated tours of assembly, technical training, and warranty failure analysis, along with a networking dinner.  Intertwined with the event will also be planned activities with the AI-SWLM Think Tank.

This highly interactive session will explore various warranty topics for OEM, OES Equipment Manufacturers & Aftermarket executives responsible for: Warranty Strategy & Systems | Dealer Administration | Parts Return & Quality Analysis | Purchasing & Supplier Cost Sharing

Our 2025 annual Club Study was graciously hosted by Bridgestone General Motors with a participation of 10 OEMs and nearly 30 executives representing: Bridgestone | Cummins | Ford | General Motors | Kia | Toyota | Slate.  The AI‑SWLM Think Tank also hosted a working session where OEMs and AI providers collaborated to draft AI project roadmaps, with participation from Syncron, Circuitry.AI, Tavant, SAS, Sd‑ize, Upstream, and Advantage Technical.

June 17: 8:15am Shuttles from Hotel | 8:45am-4:00pm Customer Experience Center | 6:30pm Networking Dinner

Morning | Improving Manual Claim Assessment

Focus: Increase accuracy, consistency, and efficiency in manual claim assessment.

• Assessing Process Design
  • Claim routing to most appropriate resource
  • Standard workflows and decision points
  • Managing exceptions and escalation
• Metrics & KPIs
  • Internal and external service level agreements
  • KPIs for accuracy, cycle time, rework, and leakage
• Sourcing Models
  • In-house, outsourced, and hybrid approaches
• Integrating Claim Assessing & the Warranty Help Desk
  • Reducing rework, disputes, and resubmissions

Afternoon | Supporting Accurate Diagnosis and Repairs Upstream

Focus: Improve diagnostic quality to prevent downstream warranty issues.

• Improving RO Write-Up Quality
  • Capturing accurate, actionable symptom descriptions
• Helping Technicians Reach the Correct Root Cause
  • Diagnostic equipment, test plans, and escalation to Technical Help Desks
• Guiding the Correct Repair Decision
  • Repair selection aligned with policy and coverage
• Role of Technology
  • Diagnostics, Technical Help Desk, and Telematics working together

June 18: 8:15am Shuttles from Hotel | 8:45am-2:00pm Customer Experience Center

AI-SWLM Think Tank: From Repair to Claim

Focus: Identify practical, high-impact AI opportunities across the Service & Warranty lifecycle.

• End-to-End Process Walkthrough
  • Customer concern → RO creation → Diagnosis → Repair → Claim submission → Claim adjudication
  • Identifying friction points, handoffs, and data gaps
• Breaking the Process into Actionable AI Use Cases
  • Identify smaller, focused, high-ROI AI use cases vs. “boil the ocean” solutions
  • Identify applications where AI can (examples):
    • Improve symptom capture
    • Assist diagnosis and root cause identification
    • Recommend repair actions
    • Validate claim accuracy before submission
• Targeted AI Use Cases Across the Claim Lifecycle
  • Pre-submission claim quality checks
  • Decision support for assessors and help desks
  • Automation vs. augmentation: choosing the right approach
• Supplementing Claim Submission & Adjudication
  • Reducing rework, disputes, and cycle time
  • Improving consistency without removing human oversight