Case Study
From Friction to Automation: Transforming Warranty Claims into a Seamless, AI-Powered Customer Experience
How we transformed warranty claims processing for Big Motoring World with AI-driven automation.
Problem Before
Big Motoring World Warranty Division faced a fragmented and outdated customer journey that made it difficult for warranty holders to access critical information or take action when needed. Customers lacked a simple, centralised way to review their warranty coverage, submit claims, or request breakdown assistance. Internally, the claims team relied on manual processes, creating bottlenecks, delayed responses, and inconsistent communication. This disconnect not only impacted operational efficiency but also weakened customer trust and engagement at critical moments.
Cost of the Problem
The reliance on manual claim handling and disjointed communication channels resulted in significant operational strain, with an estimated £250,000+ annually in inefficiencies driven by high support overhead, delayed claim processing, and resource-intensive customer interactions. Additionally, poor user experience contributed to reduced customer satisfaction and increased churn risk.
The Solution
FDP designed and delivered a two-stage digital transformation strategy focused on scalability, automation, and customer-centricity.
Stage 1: Mobile App & Dashboard
We developed a mobile application that empowered warranty holders with direct access to their product information, claims management, and real-time support. Customers could submit and track claims, communicate with support teams, and initiate breakdown calls all within a streamlined interface.
To support this, we built a centralised API server that seamlessly integrated with the existing internal warranty management system. Alongside this, FDP implemented a web-based dashboard for the claims team, enabling efficient claim processing, customer communication via email and push notifications, and full operational visibility.
Stage 2: AI-Driven Automation
We introduced an AI-driven claims automation layer, powered by Google Gemini and designed with a human-in-the-loop architecture. Our solution intelligently screened incoming claims, validated eligibility based on warranty type and coverage, and dynamically initiated tailored customer journeys. Only complex or exceptional cases were escalated to human agents, ensuring efficiency without sacrificing accuracy or customer care.
Measurable Outcome
The transformation delivered immediate and measurable impact:
- 80% reduction in manual workload for the claims team through AI-driven automation
- Significant improvement in claim processing speed, reducing response times from days to near real-time
- Enhanced customer engagement and trust, driven by transparent, self-service capabilities
- Operational cost savings exceeding £200,000 annually due to reduced support overhead and increased efficiency
- Scalable digital infrastructure, enabling future expansion and continuous optimisation
By combining robust system integration with intelligent automation, FDP successfully turned a fragmented warranty process into a streamlined, customer-first digital experience.
Get Started