Background

A global manufacturer of computer and gaming accessories faced significant challenges with its warranty support system. Customers had difficulties reaching dealers for warranty issues, dealers struggled with obtaining approvals, and the company incurred high costs due to fraudulent warranty claims.

Challenges

1. Customer Access Issues: Customers found it hard to contact dealers for warranty support.
2. Dealer Difficulties: Dealers faced challenges in getting warranty approvals.
3. High Costs from Fake Claims: The company experienced increased expenses due to fraudulent warranty claims.
4. Operational Inefficiencies: The existing system was complex and costly.

Solution by Accel

Accel stepped in to implement a comprehensive end-to-end solution:

1. Import and Warehousing:
   • Accel became the official importer for warranty-related accessories.
   • Managed warehousing for efficient storage and distribution.
2. End-to-End CRM and Warranty Validation:
   • Accel implemented a systematic CRM system to handle warranty claims.
   • Utilized serial number validation to ensure authenticity and reduce fraud.
3. Walk-in Centers:
   • Accel established 50 walk-in centers across India for direct customer support.
   • Provided an option for customers to ship faulty products to the nearest walk-in center if they couldn’t visit in person.
4. Alternate and Equivalent Replacements:
   • Accel offered replacements with equivalent or alternate products to minimize customer inconvenience.
5. E-Waste Disposal:
   • Accel managed the disposal of faulty spares in an environmentally friendly manner.

Benefits

1. Enhanced Customer Support:
   • Accel enabled easier access to warranty support through walk-in centers and courier services.
2. Reduced Operational Costs:
   • Accel’s comprehensive system reduced costs associated with fraudulent claims and streamlined warranty processing.
3. Improved Dealer Experience:
   • Dealers experienced smoother warranty approval processes, enhancing their operational efficiency with Accel’s system.
4. Long-Term Partnership:
   • Accel’s solution fostered a successful long-term partnership, demonstrating its reliability and effectiveness.

Conclusion

Accel’s tailored warranty support solution not only resolved the company’s initial challenges but also provided a scalable and efficient system for handling warranty claims. By addressing key pain points and introducing innovative processes, Accel helped reduce operational costs and improve customer satisfaction, leading to a decade-long successful collaboration.