SAVE THE DATE: Vehicle Service & Warranty Lifecycle Summit (Oct 20-22, 2025)
Connect. Collaborate. Benchmark.

Tag: Club Study Benchmarking Event

The Next Frontier of Vehicle Recall Round Robin: Stout + MAPconnected

Event has passed.  Request the presentation content below.

Join us for our interactive Virtual Round Robin to understand relative performance and hear best-in-class processes from your industry peers as we review the Vehicle Recall Risk and Cost Survey replies that all participants will complete.  The survey will allow us to benchmark elements such as:

  • Compliance
  • Consumer Outreach
  • Risk Mitigation
  • Data Strategies
  • Cost Recovery

Our facilitator, Stout will further engage the group in further discussions covering best-in-class advanced data sources, innovation analysis and new strategies to enhance automotive safety.

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Customer Warranty Satisfaction: Efficient and Accurate Vehicle Repair Round Robin

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Join us in a 60-minute facilitated round-robin benchmark opportunity to understand relative performance and hear best-in-class processes from your industry peers. We will also review the survey results all participants will complete.  Benchmark topics include: 

  1. Customer surveys
  2. Inbound claims: Via online submissions and phone calls
    • Dealer tool simplifications
    • Contacts per claim, speed of claim resolution and speed of answer
  3. Claim-handling: Speed and accuracy
    • Control for dealer over-repair and accuracy/following TSBs
      • Specialty teams: EV, powertrain and techline, etc.
  4. Decisioning: Pre-approval and/or limits on certain repairs and automation
    • Contacts per claim, speed of claim resolution, QC for accuracy & thoroughness of decisioning
  5. Goodwill
    • Empower dealer + limits
    • Empower field Aftersales + limits
    • Goodwill tool app or online submission

Request Presentation Content Here

Round Robin Facilitator:

Ted Danner
Warranty and Vehicle Service Contract Operations Consultant, DANNER AUTOMOTIVE CONSULTING

Ted brings 23 years of expertise with Nissan North America and CARS Protection Plus, in Warranty, Vehicle Service Contract Sales / Claims / Risk / Operations, Aftersales CRM and Captive Finance while collaborating across siloed, functional lines. He led warranty strategy and tactics, reducing out-of-line claims expense by $80M+ and $30M+ for vehicle service contracts. To assist dealers, he led the field team in improving warranty claim submission accuracy and first-time pay rate.

Ted recently formed Danner Automotive Consulting to help companies change warranty operations to find lost time and find claims savings

Round Robin: Dealer Pain Points on Submitting Claims

Event has passed however, contact us below to request the presentation content

We will share a compiled benchmark report based on individual interviews with warranty processors and claims administrators.  Throughout the presentation of the 4-subtopics below we will also open the discussion to participant feedback and questions to help you understand your relative performance.

Key topics to be covered:

  1. Flat Rate Manual (Labor Time Guide) integration with DMS
  2. OEM Scan tool claims requirements
  3. Work Order (Repair Order) comments integration / capture
  4. Claim Adjustment reconciliation

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Your host:

Warren DeBardelaben, President – WD3 AUTOMOTIVE

Warren worked for Nissan North America, Inc. for over 35 years after a brief stint as a test engineer for Pratt & Whitney Aircraft.  A trained Mechanical Engineer, he is a proven senior level executive who excels at building self-directed teams and thrives in a customer focused environment. Warren is a subject matter expert in the areas of warranty expense management, automotive repair processes, inventory control, and parts and service sales and marketing.  While at Nissan he managed 260+ individuals and North American Warranty operations; North American Parts Operations ($2.5B annual sales); Service Operations and Technical Support teams. He led development of an industry leading anomalous claims detection tool generating 5%+ claims savings. He developed and implemented an automated parts inventory control system for ~1,000 Nissan dealers, and 215 Infiniti dealers improving turn-rate and “first time fill.”  Warren stated his own consulting business in 2021, WD3 Automotive, LLC, and has worked with various industry vendors and OEM’s in the fields of technical support, consumer affairs, warranty cost reduction, and aftersales structures.  Warren lists as a key strengths the ability to understand the more complex side of the automotive business and the demonstrated skill to build winning teams

General Motors Hosts: Warranty Claim Processes, Systems & Cost Sharing Club Study & Parts Return Center Tour April 18-19

Join MAPconnected Warranty & Aftercare Services Network for our latest onsite facilitated club study hosted by General Motors at Cole Engineering Center Warren, MI.

GM will offer an overview to the history and their present-day Warranty Claim Processes & Systems along with a tour of GM’s Warranty Parts Center in this exclusive interactive 1.5 day benchmarking event along complete with networking dinner.

Click To Register Here

Thursday, April 18th: Onsite Facilitated Interactive Club Study

9-2:00 pm ET | General Motors Will Explain Their Processes and Expand On Topics Such As:

Life Of A Claim: Flow From Initial Dealer Management System (DMS) Claim Submission | Processing System Procedures, Data and Access Points | Cost-Sharing Procedures And Communication

Cost Sharing/Recovery Process: Definitions, Obligations, and Responsibilities | OWT Process Overview: Identify Spend, Cost-Sharing Rate Discussion Including Parts Review Process, Agreement Execution, and Billing Process | Warranty Data and Cost-Sharing Billing Systems

Warranty Organizational Structure: Roles in Warranty | Cross-Functional Roles & Responsibilities (Purchasing, Engineering, Field Reps, Customer Service)

2-5:00 pm ET | Facilitated Benchmarking Deep Dive Topic Discussions Follow Such As:

Technical Factors | Ordinary & Extraordinary Warranty Costs | Terms & Conditions | Field Actions | IPTV Incidents Per Thousand Vehicles

7-9:00 pm ET | Networking Dinner

Friday, April 19th: Onsite Facilitated Tour & Interactive Club Study

9-12:00 pm ET | We will physically walk the General Motors Warranty Parts Center and observe individual components and parts testing as part of their Warranty Parts Investigation Programs which support their quality and supplier cost-sharing processes.

Your hosts:

Jose Clemente, Supplier Recovery Manager General Motors

Pam Walter, Founder MAPconnected

Mike Roberts, President MR Insights (facilitator)

Click To Register Here

General Motors Hosts: Warranty Claim Processes, Systems & Cost Sharing Club Study April 18-19

Join MAPconnected Warranty & Aftercare Services Network for our latest onsite facilitated club study hosted by General Motors at Cole Engineering Center Warren, MI.

GM will offer an overview to the history and their present-day Warranty Claim Processes & Systems along with a tour of GM’s Warranty Parts Center in this exclusive interactive 1.5 day benchmarking event along complete with networking dinner.

Click To Register Here

Thursday, April 18th: Onsite Facilitated Interactive Club Study

9-2:00 pm ET | General Motors Will Explain Their Processes and Expand On Topics Such As:

Life Of A Claim: Flow From Initial Dealer Management System (DMS) Claim Submission | Processing System Procedures, Data and Access Points | Cost-Sharing Procedures And Communication

Cost Sharing/Recovery Process: Definitions, Obligations, and Responsibilities | OWT Process Overview: Identify Spend, Cost-Sharing Rate Discussion Including Parts Review Process, Agreement Execution, and Billing Process | Warranty Data and Cost-Sharing Billing Systems

Warranty Organizational Structure: Roles in Warranty | Cross-Functional Roles & Responsibilities (Purchasing, Engineering, Field Reps, Customer Service)

2-5:00 pm ET | Facilitated Benchmarking Deep Dive Topic Discussions Follow Such As:

Technical Factors | Ordinary & Extraordinary Warranty Costs | Terms & Conditions | Field Actions | IPTV Incidents Per Thousand Vehicles

7-9:00 pm ET | Networking Dinner

Friday, April 19th: Onsite Facilitated Tour & Interactive Club Study

9-12:00 pm ET | We will physically walk the General Motors Warranty Parts Center and observe individual components and parts testing as part of their Warranty Parts Investigation Programs which support their quality and supplier cost-sharing processes.

Your hosts:

Jose Clemente, Supplier Recovery Manager General Motors

Pam Walter, Founder MAPconnected

Mike Roberts, President MR Insights (facilitator)

Click To Register Here

Vehicle Recall Risks and Costs Survey & Round Robin

Take Survey Now 

Our Vehicle Recall Risks and Costs Survey takes just 5-minutes to learn your relative peer performance in the areas of: Compliance | Consumer Outreach | Data Mitigation | Data Strategies | Cost Recovery

All replies are confidential and your answers will not be attributed to you or your company. All survey respondents will receive the full report.

Join us then February 22 3:00-4:00pm ET for our Virtual Round Robin where your replies will be rolled up into relevant charts and graphs to aid the interactive discussion led by Stout covering best-in-class advanced data sources, innovation analysis and new strategies to enhance automotive safety.

Register on the MAPconnected website

January 2024: Customer Warranty Satisfaction Survey

We would appreciate your input within the attached survey regarding Supplier Warranty Satisfaction. Please fill out the survey by January 26th and receive the full results January 30th in the Virtual Round Robin. All answers are confidential and will not be attributed to you and your company.

If this is not your area of expertise, we would appreciate it if you could forward the survey to the appropriate person within your organization.

Next up! Using AI In Warranty Claims Adjudication Round Robin

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JUNE 15th: 3-4:00 pm ET (virtual Round Robin)
AI IN WARRANTY CLAIMS ADJUDICATION

  • Using Artificial Intelligence (AI) As An Anomaly Detection Tool
  • Establishing AI/ML KPI’s, Rules, and other Tools

Free for Member OEMs and Tier Suppliers / Non-Member Test Drives ($295.00).
Join us to understand relative performance and hear best-in-class Artificial Intelligence (AI) processes……

Register for Round Robin Now