Breaking Ground: Mahindra’s Service Communication Platform
• Improving retention through an integrated support suite for parts, tech support, claims and information • Smarter and more accessible mobile application • Providing after-sales customer support through scheduled maintenance insights
Andrew Conville, Director of Aftersales Dealer and Customer Support Mahindra
Audi’s Partnership With Its Dealers
• Reshaping and equipping dealer aftersales service departments for CASE • Collaborating to support tech recruitment • Driving profit and long-term retention with better ownership processes • Ensuring satisfied dealers through clear and consistent policies
Robert Lecznar, Senior Director Service Operations & Warranty Lauren Wehrly, Manager, Warranty Cost Management and Claim Administration Audi of America
GKN Automotive’s Warranty Journey
• Recognizing where we were and where we wanted to be • Evaluating our priorities and how to successfully apply it in our warranty strategy • Planning the transformation of our business
Luis Gerardo Mendez, Warranty and Service Engineering Leader Roland Seeger, Central Quality Manager GKN Automotive
Exceeding Customer Warranty Process Expectations Using Nissan’s Goodwill Application Tool
Paul Rogers, Senior Manager, Warranty
Nissan Motor Corporation
A Look To the Future At Navistar: Preparing For Integration with Traton
• Preparing the integration strategy with the new group brands • Reaping the combined technology benefits in areas such as electric and autonomous • Leveraging best practices in services and warranty • Forming new partnerships in purchasing and cost savings
Joe Werth, VP, Integrated Warranty, Total Cost of Ownership and Uptime Navistar
Developing a Collaborative Quality Culture that Puts Problem-Solving First
• Data needs and ease of communication across the entire value stream • Role of front-line service technicians and diagnosis methods • Data mining trends for early identification of design/manufacturing issues
Jeff Sutter, Global Director, Innovation & Continuous Improvement Methodologies, Warranty Nexteer Automotive
True Cost of Service – are EVs really less? We Predict’s Deepview True Cost Report Data Analyzed
“Cost of ownership” is typically based on a combination of guesses on top of assumptions. But what does it really cost to keep a vehicle in top working condition – safe, operational and on the road – once it’s sold and as it ages? We Predict’s Deepview True Cost report analyzes data from over 83 million repair orders for 19 million vehicles covering $20 billion in service costs to answer that question and many more, including: • What are the trends on maintenance, unplanned repairs, and campaign-spending? • How does brand service spending compare over time?
Electric vehicle performance has been of particular interest with the flood of new all-electric plug-ins in just about every auto manufacturer’s pipeline. We Predict Vice President Renee Stephens will share insights on actual dollars spent on EV repairs compared with gas models, look at the most frequently replaced parts, how labor time and cost is affected by the new technology on these models, ultimately answering the question: do EV’s really cost less to service?
Renee Stephens, Vice President, Competitive Quality Benchmarking We Predict
The Quest for a Frictionless Customer & Dealer Warranty Process: How We Can Get There
Ed Roberts, Chief Operations Officer Bozard Ford Lincoln
Ready or Not: The Vehicle is Now a High-Tech Gadget
With the emergence of Tech companies in the Vehicle industry, the Customer Experience is changing from Sales to Service. Vehicle enterprises are now adapting, and even competing, in the high-tech, software industry. In this presentation, Ashok will open the discussion on this technology service evolution and then a panel of industry experts will discuss how they are preparing for these Warranty and Service delivery changes and what they see coming in the not-so-distant future.
Key discussion points will include: • Higher margin revenue opportunities with Subscription Services, Servitization and Product-as-a-Service • Retooling dealers globally, and service technicians, with the knowledge needed to work with the rapid technology advancements • How to build stronger customer relationships by leveraging IoT and Connected vehicle data to deliver proactive customer service.
Ashok Kartham, Founder & CEO Mize
Transparency & Trust: A Guide To Getting Service Customers and Keeping Them
• Understanding today’s customers and their online behavior around pricing • Using the fair priced estimator to your advantage to create a transparent experience • Changing consumer perception and behavior by embracing price transparency
Jill Trotta, Vice President/GM of Industry, Sales, and RepairPal Express RepairPal
Future-ready Service Lifecycle Management Powered by AI and Advanced Analytics
Samantha Horton, Senior Business Analyst Tavant
Scott Mattoon, Director, Industry Advisor – Manufacturing and Automotive Salesforce
Using Data Analytics To Identify & Address No Trouble Found (NTF)
NTF issues continue to adversely affect warranty, quality and service efforts. When the trouble remains unidentified, there is little that can be done to rectify problems especially where individual components function and test out as designed. Nandit and Jossey will discuss:
• Benefits and limitations of data-driven techniques such as: ETL & data preparation, Data mining, AI-based machine-learning • Suggestions for using more readily available electronic and sensor data • Successful case studies where companies are already leveraging available data
Jossey Bertollini, Lead Product Engineer – Magna Seating Systems Engineering
Nandit Soparkar, Business and Technical Development – Ubiquiti, Inc.
The Wait is Over: FMEAs Are Powerful For Warranty Information Feedback
• Leveraging the digital Failure Mode & Effects Analysis (FMEA) methodology to ensure warranty related updates are shared across all processes • Providing a robust methodology to creating product designs and processes • Paving the way for Quality 4.0
Brian Martensen, Senior Program Manager – Quality Products & Services AIAG
100 Years In: Using Quality As A Differentiator
Cloyes backs its products with an unparalleled level of knowledge, expertise and clear understanding of today’s technicians and vehicles. John to discuss the impacts of his lifetime warranty strategy and benefits of his established contract manufacturing strategy.
John Hanighen, Chief Executive Officer Cloyes Gears and Products
Creating Fresh Prospects and Loyalty with an Exceptional Warranty Experience
• Driving service retention: Focusing on customer experience • Challenging the service model for warranty repairs • Leveraging data aggregation for predictive maintenance and repairs
Brian Crossin, Academy Instructor, Dealership Academy National Automobile Dealers Association
What are you doing to prepare for the flood of EVs coming out in the market?
• Changing service plans • Changing policy coverage • Diagnostics – at the repair facilities, at the manufacturer or supplier • Labor time variance • Over-the-air vs. in-facility software updates • Communication with the customer – new approaches
Panel Speakers: Ed Roberts, Chief Operating Officer – Bozard Ford Lincoln Jeff Miller, CEO/General Manager – Mark Miller Subaru Robert Lecznar, Senior Director Service Operations & Warranty – Audi of America
Over-The-Air (OTA) Updates & Maintenance
• Categorizing warranty repair/patches/bug fixes or recall • Who pays for them? • Is it a trackable warranty repair? Does it count as a Lemon Law countable repair? • Reporting best practices • Security concerns/global complexities • Protecting driver’s privacy preferences
Paul Rogers, Senior Manager, Warranty – Nissan Motor Corporation
Eric Gillanders, Global Warranty Systems Manager – Ford Motor Company
Optimizing Quality Management Between Stakeholders To Reduce Warranty Risk & Costs
• Knowledge capture and sharing approaches to enable real-time access to: Product management, Sales, Service, Claims Management… • Moving from segmented to integrated warranty processes to reduce costs of repair • Increasing collaboration and sharing between OEMs, Suppliers and Dealers to improve processes • Sharing responsibility for potential product liability, warranty and recall claims
Ford Motor Company – Cloyes Gears & Products – Nexteer Automotive
Outsourcing vs. Insourcing Manufacturer’s and Extended Warranty Process and Claims Management
We will look at the key elements of the warranty process from development of warranty statements – technical specifications – parts catalogs – parts return – claims adjudication – payment processing – supplier recovery – time requirement guidelines – goodwill – service letters – auditing – fraud – risk management – analytics – regulatory & compliance – automation of claims processing – quality & reliability loop. With each panelist – we will identify which elements they chose to insource versus outsource and the reasons why.
Mark Nagelvoort, President and CEO – PCMI
Andrew Peterson, Financial Products Manager – Polaris
Claims Adjudication: How Do You Choose What Claims To Review?
Selecting the right claims to review
Reducing warranty over repair
Dan Hulkower, Senior Vice President – After, Inc.
Have a burning question? Host a small roundtable discussion group and get your ticket paid for!
Sub-topics to be decided based on your input closer to the summit.
Audits: Fraud sources and formula adjustments
Aftercare: Extended services
Customer Care: Recall Execution Best Practices/ Owner Letters/ Goodwill / Help Desk