Energizing warranty management

Our recent survey of electronics warranty executives revealed that only one-third of warranty costs are spent on direct repair or defective goods replacement. While warranty management has always been a critical competency for electronics companies, it’s also a measure of quality and brand integrity. This report explores how the evolution of analytics to cognitive computing, coupled with a rise of Internet of Things (IoT) technologies and platforms, can provide new and innovative ways for organizations to evaluate and improve warranty operations.

Study highlights

Average warranty costs for top performers are 150 percent lower than those for bottom performers

Top performers process warranty claims 4 times faster than bottom performers

Top performers correct issues with products in the field than 30 days faster than bottom performers

About the authors

Cristene Gonzalez-Wertz

Cristene Gonzalez-Wertz
Global Electronics Leader, IBM Institute for Business Value

Lisa-Giane Fisher

Lisa-Giane Fisher
IBM Benchmarking Program Consultant, IBM Institute for Business Value

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