Founded in 1968, East Manufacturing has grown to become a multiple product, leading trailer manufacturer that employs over 500 people with facilities comprised of approximately 600,000 square feet of manufacturing and warehouse space. The company sells through a network of over 75 dealer locations across North America.
East Manufacturing offers aluminum trailers, hydraulics, pneumatics, toolboxes, fenders, flatbeds, drop decks, and heavy-duty truck accessories. The company aims to provide their customers with superior operational performance, strength, durability and longevity, while providing top value.
The system we had in place required customers to submit paper forms and there was no connection with ERP nor retrievable data. We looked at a few other solutions but felt that Optimum’s expertise and willingness to work with us made it a no-brainer!
East Manufacturing processes around 2000 warranty claims for its dealers and fleet customers annually. The company was using a manual process that required customers to submit claims through emails / faxes. This manual process required several days to fully review, and process claims and also involved several back and forth emails with customers to get details of each warranty claim.
It was also difficult to analyze the warranty costs at a detailed level and the company could rarely recover any of the warranty costs from their suppliers even though those parts had existing supplier warranty.
East started looking for another system with one specific requirement: to be tailor-made to address the needs of the automotive/ transportation industry.
Change isn’t always easy but the switch from our old antiquated system to Optimum has been smooth and painless with very little downtime or loss of productivity during the changeover!
Thanks to the team’s expertise and their willingness to adapt the system around the customer’s needs, Optimum Info’s Warranty Management solution became a no-brainer. What really stood out to East Manufacturing was Optimum’s ability to offer
It took only 2 months for the system to be fully implemented and rolled out to East Manufacturing’s pilot dealers. From the test phase to post-launch, Optimum provided intuitive documentation and frequent meetings to ensure all users were able to utilize the full capabilities of the system. Once users started getting familiar with the system, Optimum received raving feedback on how the Warranty Management solution made their work so much easier.
Executives in the Warranty and IT department at East Manufacturing describe the benefits of the solution
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