Case Study: Online Warranty Claims Processing System
Customer Snapshot
Carrier Corporation, a subsidiary of United Technologies Corporation (NYSE:UTX), is the world's largest manufacturer of air conditioning, heating and refrigeration equipment for commercial, residential and transportation applications.
The Carrier Transicold Division supplies a complete range of refrigeration and air conditioning systems for the transportation industries through a worldwide network of dealers in 171 countries.
Business Need
Carrier Transicold had an antiquated warranty claims system that was in need
of a refresh. The original application required dial-in connectivity and was
generally considered a challenge for dealers to use and admins to maintain.
Additionally, it was in question whether the coding/functionality behind the
existing system was compliant for known upcoming auditing and data needs.
Transicold management decided that completely revamping the system with
a web-based front end was the way to go. They surmised that this would yield
dramatic improvements for the overall claims process, automate many of the
"back office" tasks at headquarters, support the upcoming auditing and data
compliance initiatives, and, most importantly, improve the overall dealer
experience.
The Result
Purplewire delivered "WebClaim" to Carrier for pilot testing within 60 days of
the contract award. The system met Carrier's requirements for a web-enabled,
user-friendly application that would increase operational efficiency, and
support future process and data compliance testing. Today, WebClaim
processes warranty claims around the clock for Transicold's worldwide dealer
network spanning North and Latin America, Europe and Asia.
Testimonial
"Our dealers had been screaming for a simple, streamlined process to file their
warranty claims with us and we knew the Internet was the way go. ...We put
our trust in Purplewire to get us there... It was the best decision we could have
ever made. Not only did they deliver a high quality, secure, web application
per our requirements, but they did it fast, and at a reasonable price."
Carol Antonacci, E-Business Manager, Carrier Transicold, Carrier
CorporationCarrier Transicold, Carrier Corporation
