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.

Agenda still in process

June 17 – 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

June 17 – 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 | 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