Hubs

Homologation without borders:

Building a cohesive complience strategy

By Nicola Zorz 

Global Solutions Leader, Repair Optimization and Compliance

At first glance, homologation in the automotive sector appears to be a tightly controlled, highly standardized process, particularly in Europe where type approval legislation provides a common framework. But as anyone who works in the field knows, the closer you get to the ground, the more fragmented the reality becomes. National authorities interpret and apply regulations differently, and even within the same OEM network, processes such as Certificate of Conformity (CoC) issuance can vary dramatically from one country to another.

This inconsistency creates operational headaches. It delays vehicle registration, frustrates customers, and introduces hidden costs that can escalate quickly. For OEMs and mobility players navigating an increasingly complex regulatory landscape, the need for a smarter, more cohesive approach to homologation has never been more urgent.

The challenges of fragmentation

Homologation is no longer a back-office function. In a market shaped by electrification, digital ecosystems, and evolving emissions standards, it plays a critical role in how quickly and confidently vehicles reach customers. Yet many OEMs still manage homologation through siloed teams spread across sales, aftersales, warranty, and engineering departments. This decentralized model leads to inefficiencies, communication breakdowns, and a lack of accountability.

Moreover, the homologation process is often managed locally by national sales companies (NSCs), each with its own tools, workflows, and interpretations of compliance. The result is a patchwork of processes that are difficult to scale, monitor, or improve.

Cross-market expertise is essential for success

Thriving as a mobility player in this environment requires more than just compliance. It requires strategic foresight, cross-border coordination, and operational excellence.

Expertise across markets

Local knowledge is essential, but so is the ability to apply it consistently across borders

Agility in compliance

Regulations are constantly evolving. Staying ahead requires dedicated resources to track, interpret, and implement changes.

Operational efficency

Operational efficiency Delays in CoC issuance or national approvals can stall vehicle deliveries and impact revenue.

Cost Control

Homologation must be scalable and transparent, with clear KPIs and centralized reporting.

Cross-market expertise is essential for success

What’s needed is a hybrid delivery model that combines local expertise with centralized coordination. One such model already in use by leading OEMs involves:

Regional experts

who manage high-touch interactions with authorities and customers.

A centralized support team

 that handles documentation, CoC processing, and workflow coordination.

Modular services

that can be tailored to the needs of each market, from type approval for new entrants to ongoing homologation support for established brands.

This approach delivers measurable benefits: reduced costs, extended service hours, improved compliance, and faster time-to-market. It also provides a single point of accountability – something that’s sorely lacking in many current setups.

Standardizing without sacrificing flexibility

For one European vehicle manufacturer, this model has already transformed homologation across 12 brands. By outsourcing key tasks and standardizing processes, they have cleared backlogs, improved customer satisfaction, and gained better control over compliance costs. The solution adapted to local needs without sacrificing consistency, which is a critical balance in today’s regulatory environment.

MSX Homologation Services

MSX offers a fully integrated, comprehensive solution designed to help OEMs navigate the complexities of global compliance with confidence and efficiency. Our offering brings together two core service pillars:

  • Type Approval

    We specialize in helping OEMs bring vehicles designed and manufactured in one region into compliance with the regulatory requirements of another. This includes managing the technical documentation, regulatory interpretation, and authority engagement needed to secure approval for market entry.

  • Modular Homologation Support

    Beyond type approval, we offer a suite of scalable services that support ongoing homologation needs. Whether it’s Certificate of Conformity (CoC) management, documentation handling, or workflow coordination, our modular approach allows OEMs to tailor support to each market’s specific demands without sacrificing consistency or control.

By combining local expertise with centralized coordination, MSX delivers faster time-to-market, reduced compliance costs, and a single point of accountability across your homologation lifecycle.

Ready to simplify your compliance journey?

Let MSX help you turn homologation into a strategic advantage.

Contact us

Learning

Transforming Retail

Elevate Your Automotive Sales with MSX AI Agents

Discover how MSX AI Sales Agents streamline your automotive sales process, boosting efficiency and enhancing customer experience.

What if your next customer never had to repeat themselves, no matter where, when, or how they reached out?

At MSX, that’s not a future vision, it’s today’s reality. By embedding intelligent AI agents across the entire retail journey, MSX is transforming fragmented automotive experiences into seamless, brand-consistent conversations that convert. This isn’t about replacing people. It’s about empowering them and reimagining what’s possible when AI becomes the engine behind every customer interaction.

The MSX AI framework

This transformation is further amplified through MSX’s partnership with NeuraCRM – a living, intelligent ecosystem that connects social signals, omnichannel interactions, and lead data into one unified platform. NeuraCRM empowers OEMs, NSCs, and dealer networks to capture the intelligence behind customer intent in real time.

Unlike conventional rule-based bots, MSX’s AI Sales Agents are powered by generative AI, enabling them to deliver dynamic, contextual, and human-like interactions. Each agent is purpose-built to support a specific part of the customer lifecycle:

George

A product expert, George handles detailed vehicle queries with precision and depth.

Rita

A product expert, George handles detailed vehicle queries with precision and depth.

George

A product expert, George handles detailed vehicle queries with precision and depth.

Rita

A product expert, George handles detailed vehicle queries with precision and depth.
These agents are further enhanced by NeuraCRM’s predictive intelligence, which enables them to understand context from social media, landing pages, and web interactions, and recommend next-best actions based on behavioral patterns, ensuring that customers receive tailored, brand-consistent support whether they’re browsing, buying, or booking.

Redefining retail with embedded intelligence

What sets MSX apart is its philosophy: AI is not a bolt-on feature, but a foundational layer of the digital retail experience. It’s an integral part of the digital journey. Whether launching a new model, nurturing leads, or managing end-of-term leasing, MSX’s AI agents operate as an always-on support system. This standardization ensures consistent, high-quality interactions, while preserving each brand’s unique tone and requirements.

AI that amplifies human expertise

MSX’s AI Sales Agents empower human advisors, by drawing on continuously updated knowledge bases, including brand documents and product data, to provide accurate, real-time responses. This frees up human agents to focus on complex, high-value interactions. The standardized infrastructure allows agents to switch between brands with ease. Where once a team might have been trained on a single OEM, today’s advisors can support multiple brands, each with its own scripts and expectations, thanks to the shared AI backbone.

Omnichannel by design

Modern consumers expect flexibility. Whether they reach out via WhatsApp, Facebook, website chat, or voice, MSX ensures a consistent, AI-backed experience across all channels.

NeuraCRM’s omnichannel capabilities complement this design, enabling proactive re-engagement and seamless transitions across platforms. This is an experience particularly valued by younger, digitally native customers.

AI that builds loyalty and value
MSX’s AI Sales Agents go beyond the point-of-sale. They anticipate customer needs, optimize offers, and preserve future opportunities. For example:

They can reassess leasing options months in advance, coordinating trade-ins or buybacks to create compelling upgrade paths.

When budgets don’t align, they shift prospects back into the funnel rather than discarding them.

They handle multi-request scenarios, such as booking a service and scheduling a test drive, in a single, fluid interaction.

Modular, scalable, and OEM-ready

Not every automaker is ready to leap into full automation, and that’s exactly why MSX’s approach works. With a modular, scalable framework, brands can choose the level of automation that suits their strategy. Whether it’s a fully autonomous retail flow or a hybrid model with manual handoffs at key moments like contract signing, MSX adapts to the rhythm of each OEM.

But adaptability is only part of the story. MSX’s AI Sales Agents are embedded across the entire customer and sales lifecycle, not as add-ons, but as strategic enablers. They bring consistency, intelligence, and brand nuance to every interaction. By fusing generative AI with a modular omnichannel infrastructure, MSX creates a digital foundation that evolves with the industry.

In a landscape where agility defines success, MSX delivers the tools, the architecture, and the intelligence to help automotive brands lead with confidence. The partnership with NeuraCRM further strengthens this foundation, offering a scalable, intelligent lead management ecosystem that adapts to diverse market needs and brand strategies.

Find out more about our Sales Supporting Capabilities

MSX Sales Performance solutions combine cutting-edge AI and innovative technologies with people and process services to help mobility providersnavigate this complex landscape and achieve their customer experience, growth, and profitability objectives.

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About the author

Robert Häusler
Global Solutions Director, Distribution and Sales Performance

With over 20 years of international experience in marketing, strategy, and business transformation, [Name] has led global initiatives across the automotive and mobility industry. His expertise spans sales performance, customer engagement, and digital innovation, with a strong focus on technology and data-driven growth. Known for combining strategic foresight with hands-on execution, he guides teams through complex change. Passionate about sustainability and AI-driven solutions, he helps organizations shape the future of mobility and customer experience.

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Blog Template2

Success Story

Authorizing the
Future |

OEM strinks cost with more accurate the streamlined publications

50%

Reduction in translation budget

100%

On time delivery

4000

Deliverables produced annually

2019

Service Supplier of the Year

Goal

Setting sustainable Goals

Vehicles and their manufacturing processes are growing in complexity as new technologies, powertrains and more sustainable products are developed and continuously improved.

Consequently, the provision of technical documentation has become a complicated and highly specialized process.

Traditional methods are no longer sufficient in an industry that needs faster, more accurate and flexible technical publications strategies. This need has forced businesses to adopt unstructured processes and disparate systems and data sets that waste time, money and resources. To address the issue, OEMs must invest in more innovative approaches that harness advanced technologies, streamline processes, and foster collaboration.

Software Development

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UI/UX Design

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Assurance and Testing

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Maintenance and Support

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MSX has revolutionized the authoring process for this world-class OEM.
  • Tools and Techniques

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Portfolio

A smarter publishing approach

MSX collaborated with a world-class OEM to streamline its technical authoring processes and introduce efficiencies throughout the organization, helping it improve production and reduce costs.

MSX delivered a streamlined solution to design, develop and maintain technical publications across multiple formats. The solution required a strong authoring system and dynamic database to minimize errors and increase efficiency. MSX’s stateof-the-art content management system, pubFoundry, houses a repository of vehicle data grouped by topic. Its robust engineering review and sign-off tool, Collaborative Review System, allows multiple engineers to review the live document in collaboration with teams of authors and subject matter experts, ensuring the ongoing smooth delivery of technical authoring on a global scale.

MSX’s technical Information experts own and manage production of technical information at every stage of the development process. Authors manage content across all vehicle lines by ‘component’ rather than by ‘model’ or ‘series’. The technique improves the accuracy and consistency of information stored about each part of the vehicle and ensures all warnings, cautions, warranties and legalities surrounding them are in place across all vehicle lines and markets.

Working closely with engineers, designers and other key stakeholders, authors ensure that the documentation produced demonstrates the design and safe function of the vehicle in a way that’s reliable and meets the needs of the customer.

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Answers to Your Software Service Questions

We provide comprehensive software development services, including custom software, mobile apps, web applications, and enterprise solutions. Our services include custom software development, mobile app development, web development, cloud solutions, AI and machine learning, and more.

We provide comprehensive software development services, including custom software, mobile apps, web applications, and enterprise solutions. Our services include custom software development, mobile app development, web development, cloud solutions, AI and machine learning, and more.

We provide comprehensive software development services, including custom software, mobile apps, web applications, and enterprise solutions. Our services include custom software development, mobile app development, web development, cloud solutions, AI and machine learning, and more.

We provide comprehensive software development services, including custom software, mobile apps, web applications, and enterprise solutions. Our services include custom software development, mobile app development, web development, cloud solutions, AI and machine learning, and more.

Our pricing is based on the scope and complexity of the project. We offer flexible pricing models, including fixed-price, hourly, and retainer-based contracts. You can start by contacting us through our website, email, or phone. We will discuss your project requirements and provide a proposal.

We provide comprehensive software development services, including custom software, mobile apps, web applications, and enterprise solutions. Our services include custom software development, mobile app development, web development, cloud solutions, AI and machine learning, and more.

We provide comprehensive software development services, including custom software, mobile apps, web applications, and enterprise solutions. Our services include custom software development, mobile app development, web development, cloud solutions, AI and machine learning, and more.

We provide comprehensive software development services, including custom software, mobile apps, web applications, and enterprise solutions. Our services include custom software development, mobile app development, web development, cloud solutions, AI and machine learning, and more.

WASP Case Study

SUCCESS STORY

Take the sting out of warranty management

WASP unlocks 98 percent approval for South African dealers

Fast facts

Customer:

Leading automotive OEMs and dealer groups.

Business challenge:

Warranty management in South Africa is increasingly shaped by complex processes, tighter audit requirements, and high administrative overhead, all of which expose dealers to chargebacks, limit visibility into claims, and create a need for more flexible commercial models.

Geographical coverage:

South Africa

Solution implemented:

MSX’s WASP program streamlines warranty operations, achieving a 98% claim approval rate and significant cost savings, while freeing dealer teams to focus on customer service.

Moving beyond legacy processes and dealer realities

The South African mobility sector is undergoing a period of profound transformation. As global standards rise and consumer expectations shift, warranty management has emerged as a critical battleground for both OEMs and dealer networks. The industry’s rapid evolution is not without its hurdles – dealers, in particular, are navigating a landscape marked by operational complexity and heightened scrutiny.

Several persistent challenges have come to the forefront:

Escalating administrative demands

Dealers are contending with increasingly complex warranty processes, often requiring manual effort, and slowing down claim cycles.

Risk of OEM chargebacks

Inconsistent documentation and gaps in compliance expose dealers to financial penalties, impacting profitability and trust.

Limited performance visibility

Without timely insights into claim status and outcomes, dealers struggle to manage and optimize their warranty operations proactively.

Technician documentation gaps

Insufficient detail in technician write-ups can undermine claim approvals, leading to delays and missed opportunities for improvement.

Need for commercial flexibility

Dealers require adaptable solutions that can accommodate fluctuating claim volumes and diverse business models, from subscription-based arrangements to pay-per-claim options.

Despite these obstacles, there is a foundation for progress. The widespread adoption of a unified, paperless workflow platform across South African dealerships has created new opportunities for standardization and scalability. By leveraging this digital infrastructure, innovative programs, such as MSX’s Warranty as a Service Program (WASP), are empowering dealers to move beyond legacy processes – unlocking greater consistency, transparency, and operational efficiency.

Expert-led, data-driven, and scalable

When the South African dealer network of a leading automotive OEMs reached a critical juncture in their warranty operations, the need for a transformative partner became clear. Their legacy processes – fragmented, manual, and increasingly outpaced by regulatory demands – were no longer fit for purpose. Dealers faced mounting pressure to deliver compliance, efficiency, and transparency, all while navigating the realities of fluctuating claim volumes and diverse business models.

Recognizing these challenges, they turned to MSX for a solution that would not only address immediate pain points but also lay the groundwork for sustainable growth. With a reputation for operational transformation and a nuanced understanding of local market dynamics, MSX collaborated with key stakeholders to design a warranty program that delivers measurable impact at every stage. The deployment of WASP is far from generic. MSX collaborated closely with dealers, designing an operating model that delivers measurable impact at every stage of the warranty lifecycle.

This approach blends advanced technology, specialist knowledge, and robust governance to set a new benchmark for dealer performance.

This transformation is underpinned by a robust network architecture: WASP’s shared service hub integrates seamlessly with dealer platforms, enabling multi-brand, multi-site coverage under centralized governance. Through this infrastructure, key performance indicators – such as approval rate, submission turnaround, first-time-right rate, pre-audit closure rate, and training coverage – are continuously tracked and reported via monthly dashboards and quarterly OEM reviews. This commitment to transparency and continuous improvement ensures that the WASP program is not only redefining what’s possible in warranty management, but also setting new standards for the industry and its stakeholders.

Unleashing operational excellence with WASP

WASP’s integrated network and governance model lay the foundation for a new era in warranty management, but it is the program’s day-to-day impact that truly sets it apart. Across South Africa, our client’s dealer network has experienced a significant change in operational performance, empowered by a system that translates strategic vision into measurable outcomes. The combination of seamless platform integration, centralized expertise, and transparent reporting means that efficiency, compliance, and innovation are no longer aspirational – they are the reality for every dealer and OEM engaged with WASP.

The impact is clear and measurable, supporting dealers where it matters most:

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claim approval rate:

WASP drives a 98% approval rate for claims submitted to OEMs, ensuring that nearly every valid claim is processed successfully. The average turnaround time from receipt to submission is just 2.5 days, enabling dealers to maintain momentum and optimize cash flow. With approximately 5,334 claims processed each month, the scale and consistency of the program are evident.

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saved per quarter:

The financial benefits are equally compelling. Dealers and OEMs have realized an average cost saving of R913,000 per quarter, with the program managing an annual claim value of around R200.7 million across 64,000 claims. These savings are not just numbers – they represent real, reinvestable capital and a stronger foundation for growth.

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pre-audit issue resolution:

WASP’s rigorous approach to documentation and coding has led to a significant reduction in chargebacks, protecting dealers from unnecessary financial exposure. Pre-audit findings are addressed before formal OEM audits, lowering the risk of penalties and ensuring peace of mind. The program’s liability coverage for claim-handling errors further reinforces trust and accountability.

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claims handled annually:

Targeted training initiatives uplift the capabilities of technicians and advisors, while dealer staff are freed from administrative burdens to focus on delivering exceptional customer service. The result is a more empowered workforce and a more satisfying customer experience.

The buzz behind smarter warranty solutions

As the program continues to evolve, MSX is exploring automation and AI to further streamline rule-based entries and validations. Early estimates suggest that these innovations could significantly reduce workloads for high-volume, low-complexity claims, freeing up dealer teams to focus on higher-value activities and further improving cycle times.

As the program continues to evolve, MSX is exploring automation and AI to further streamline rule-based entries and validations. Early estimates suggest that these innovations could significantly reduce workloads for high-volume, low-complexity claims, freeing up dealer teams to focus on higher-value activities and further improving cycle times.

The WASP program stands as a benchmark for operational efficiency, cost reduction, and compliance. Its proven results and scalable model position it for expansion into neighboring markets, offering OEMs and dealers a turnkey solution for warranty optimization. By adopting WASP, clients unlock measurable improvements in claim efficiency, cost recovery, and dealer performance – empowering their teams to focus on what matters most: delivering exceptional customer experiences.

To discover more about how MSX Warranty as a Service Program (WASP) is shaping the future of warranty management – and to explore how your organization can benefit from the next wave of automation and innovation.