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Join us in a 60-minute facilitated round-robin benchmark opportunity to understand relative performance and hear best-in-class processes from your industry peers. We will also review the survey results all participants will complete.  Benchmark topics include: 

  1. Customer surveys
  2. Inbound claims: Via online submissions and phone calls
    • Dealer tool simplifications
    • Contacts per claim, speed of claim resolution and speed of answer
  3. Claim-handling: Speed and accuracy
    • Control for dealer over-repair and accuracy/following TSBs
      • Specialty teams: EV, powertrain and techline, etc.
  4. Decisioning: Pre-approval and/or limits on certain repairs and automation
    • Contacts per claim, speed of claim resolution, QC for accuracy & thoroughness of decisioning
  5. Goodwill
    • Empower dealer + limits
    • Empower field Aftersales + limits
    • Goodwill tool app or online submission

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Round Robin Facilitator:

Ted Danner
Warranty and Vehicle Service Contract Operations Consultant, DANNER AUTOMOTIVE CONSULTING

Ted brings 23 years of expertise with Nissan North America and CARS Protection Plus, in Warranty, Vehicle Service Contract Sales / Claims / Risk / Operations, Aftersales CRM and Captive Finance while collaborating across siloed, functional lines. He led warranty strategy and tactics, reducing out-of-line claims expense by $80M+ and $30M+ for vehicle service contracts. To assist dealers, he led the field team in improving warranty claim submission accuracy and first-time pay rate.

Ted recently formed Danner Automotive Consulting to help companies change warranty operations to find lost time and find claims savings