Case Study Infographic

Warranty Claims Management for Dealer Networks with TeamTracks

SnoBear USA is a manufacturer of vehicles (enclosed snomobiles) used for winter ice fishing. SnoBear's warranty claims and after-sales operations moved from email, phone, paper forms, and spreadsheets to a centralized, workflow-driven platform with a dealer portal, standardized parts and labor tables, and integrated RMA managementby using TeamTracks.

Extreme winter operating conditions Authorized dealer network Workflow-driven claims & approvals

Why read on: outcomes (as reported in the case study)

Financial recovery early in year two, faster claim processing, and dealer adoption through self-service.

Payback Financial

Early Year 2

Initial cost (license + one-time consulting/onboarding) fully recovered early in the second year.

Ongoing ROI (Year 2+) Financial

4×

Ongoing ROI of four times the annual cost of TeamTracks from year two onward.

Reduced Cost of Claims Financial

Thousands $

Reducing claims overpayments and warranty cost recovery with RMAs back to supplier.

Claim approval time Speed

-90%

Time to approve claims reduced by 90% - 1 Hr to 5 mins.

Claim stability Quality

98%

98% of claims are not altered from the pre-approved initial claim.

Dealer adoption Adoption

100%

All dealers are using the portal for warranty and claims workflows.

Before: manual, fragmented claims handling

Email, phone, paper forms, and spreadsheets—especially strained during seasonal peaks.

Claims submitted via paper forms emailed to SnoBear.
Dealers lacked access to parts and labor (SRT) tables, driving inaccuracies.
SnoBear estimated over 90% of initial claims were inaccurate.
Warranty registration relied on mailed cards; status often required verification.
Claim context lived across email chains, attachments, and spreadsheets.
Seasonal peaks required adding temporary staff to keep up.

Data

Scattered

Attachments and context lived in email chains and folders.

Visibility

Low

Dealers relied on calls/emails for status and warranty checks.

Accuracy

Inconsistent

Standards missing; assemblies claimed vs. individual parts.

Workload

High busywork

Manual updates, searches, follow-ups, reminders.

Registration

Unreliable

Warranty cards often not submitted; status needed verification.

Scalability

Staff-dependent

Peak season meant adding temporary headcount.

Goals: reduce busywork, increase accuracy, enable self-service

Web-based access, centralized records, and workflow automation—without changing existing ERP/accounting systems.

24×7 access for dealers and the warranty team.
Centralize claim data, files, and communications in a single system of record.
Improve accuracy using standardized parts and labor (SRT) tables.
Dealer portal for claim submission and real-time status visibility.
Handle seasonal peaks without adding staff.
No disruption to existing accounting, sales, and ERP systems.

Solution: TeamTracks configured for SnoBear’s process

Warranty claims + dealer portal + parts/labor standards + integrated RMAs.

Vehicle master record across lifecycle stages (VIN creation ? assignment ? sale ? repairs ? ownership changes).
Parts table (part number, description, price) and labor table with SRT standards.
Claims workflow supporting submission, review/approval, repair window, updates, final approval, denial + appeal.
RMA management linked to claim, vehicle, dealer, and customer for warranty cost recovery (including supplier returns).
Dealer portal for warranty registration, claim submission, real-time status visibility, and history lookup.
Central knowledge base for recalls, service bulletins, manuals, and guides.

Operational impact

Reduced busywork and improved dealer experience through self-service and centralized records.

Phone calls and emails for warranty status and claim updates were nearly eliminated via the portal.
Warranty registration follow-up work was eliminated as dealers register vehicles in the portal.
Emails and attachments are stored with each claim record automatically; Outlook is used much less.
The spreadsheet was fully retired.

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