National Auto Parts says its new online warranty portal streamlines the claim process for factors. PMF finds out more.
With parts under warranty, returns can often take several weeks to process. UK-based clutch and brake specialist, National Auto Parts, has found a solution that not only streamlines the returns process for its factor customers, but also significantly saves time on claims processing.
Since the launch of the new electronic Warranty Portal at the beginning of November, sign-up by factors has been high, with time-saving and cost-efficient benefits being reported.
There are no phone calls or lengthy paperwork involved in logging a return. All warranty claims are handled by the supplying distributor, who submits each claim via the warranty portal by simply entering the batch number and vehicle details, and attaching an image of the part in question. The completion of basic information fields assists NAP in processing claims faster, while ensuring adequate information is submitted to process each claim. The whole process, from the moment the claim is logged, up till the claim being settled or rejected, is relatively quick. No quibble returns are immediate, and in the case of labour claims, this takes no more than a week for NAP to make a decision, compared to anywhere up to three or four weeks via the old method.
The portal enables every customer branch to access their return’s status online and give customers’ head offices access to oversee warranty information for each individual branch. It is also mobile compatible, with no app required, making it ideal for people on the move.
They can make checks wherever and whenever they choose to, then feed back to garage customers.
David Baker, owner of YES Car Parts, says, “We’ve been using the portal for just three weeks, and already, it has improved the returns process for us, saving us valuable time that can be used in other aspects of the business. This optimisation of the warranty process also means we reduce time consuming communications; it means the transferral of information between ourselves, NAP and the garage customer is done in a secure and efficient way, ensuring that decisions can be made quickly and easily.”
David Houlden, National Auto Parts’ Managing Director, says, “The way we communicate with factors is changing. Motor factors order parts electronically and can check stock online, so it makes sense that we also automate the returns process, adding value to all involved.
“The aim is to make the process as hassle free as possible for our customers. Often warranty returns pose a potential headache, so by reducing the unnecessary admin that can cause further delays, we hope the new portal further proves why National Auto Parts is a customer-centric aftermarket business.”