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.
Centralized warranty expertise
is at the heart of the program, with WASP Specialists managing every aspect of the claim journey – from intake and validation through to submission and resolution. By pooling resources across multiple dealers, MSX ensures consistency and cost efficiency, while maintaining responsiveness to local needs.
Seamless system integration
embeds WASP within daily dealer workflows. Every claim is supported by complete, accurate data – paperless job cards, technician comments, parts, and costing – submitted directly into OEM systems under dealer-authorized access.
Proactive risk prevention and training
are delivered by dedicated Risk Prevention Specialists, who conduct pre-audits, coach technicians on best practices, and guide process improvements. This preventative focus reduces post-audit penalties and chargebacks, while elevating dealer team capabilities.
Real-time visibility and governance
are achieved through performance dashboards and regular reviews, providing transparency for both dealers and OEMs. These routines align key metrics and drive continuous improvement.
Flexible commercial models
empower dealers to select the approach that best suits their operational rhythm, whether through subscription-based arrangements or pay-per-claim options.
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:
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.
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.
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.
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.
