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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.

Challenge: Modernize Claim Process for East’s High-Volume Operations

East Manufacturing processes around 2000 warranty claims for its dealers and fleet customers annually. For years, the company grappled with an outdated warranty claim process that had the following limitations:

The old system required customers to submit claims through email/fax, resulting in an average processing time of 35 days. This elongated process entailed multiple back-and-forth emails with customers to extract warranty claim details.

Managing warranty costs from suppliers presented a formidable obstacle. The lack of an effective tracking and recovery mechanism meant that potential reimbursements from suppliers were often overlooked or inadequately pursued.

The old system lacked integration with the company’s ERP system. This siloed approach impeded comprehensive analysis and trend identification into warranty-related data.
East started looking for another system with one specific requirement: to be tailor-made to address the needs of the automotive/ transportation industry.

Blue quotation marksThe 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!Blue quotation marks

Solution: Implementing an Industry Specific Warranty Management Software

Blue quotation marks 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! Blue quotation marks

In response to the challenges, East Manufacturing turned to Optimum’s advanced Warranty Management software. The transition was marked by a seamless integration process, supported by Optimum's expertise and willingness to tailor the solution to the company's unique needs.

Warranty Management Software Entry Report

What really stood out to East Manufacturing was Optimum’s ability to offer:

  • Customizable reports, dashboards and warranty policies
  • Importable/ exportable data files
  • Automation of the Warranty claim process
  • World-class customer service


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. Users quickly adapted to the new system and raved about how the Warranty Management solution made their work so much easier.

Solution: Implementing an Industry Specific Warranty Management Software

East Manufacturing Reduces Claim Processing Time

Executives in the Warranty and IT department at East Manufacturing provide firsthand accounts of the transformative benefits of the solution:

  • Our claim processing time averages 10 days with the use of Optimum’s solution. Prior to Optimum, we averaged 35 days to process a claim (paper forms had to be mailed back and forth to our dealers).
  • We have greatly reduced our costs with eliminating carbon copy forms, drastically reduced our postage costs, reduced the need to print off claims and paperwork. All e-mails, pictures, trailer specs, labor invoices, freight invoices, etc. are attached to each claim and visible to both internal and external users.
  • Prior to Optimum we had to make a paper folder for each claim and all the information was printed out and put in the paper file, which then had to be filed. We used to store approximately 12-15 file boxes a year taking up valuable office space. We now have 3 boxes a year to store.

Results: Benefits for Both Corporate Management and Dealers

For a company that processes about 2,000 warranty claims annually, corporate management and dealers alike observed considerable improvements in the following areas:


  • Easy access to in-depth and more accurate data to make informed decisions
  • Automated, intuitive, and accurate report generation
  • Trends are easily identifiable to improve products
  • Streamlined dealer and customer interactions with quick replies and claim processing updates
  • Real-time tracking of claim payments
  • Significant cost reductions and increased productivity
  • Quicker repairs and improved customer satisfaction
Jerry Ciolino

Jerry Ciolino

Vice President - Business Development, Marketing and HR

Jerry is the Vice President of Business Development, Marketing and HR at Optimum Info, a global business solutions company providing tailored software solutions for Manufacturers to improve franchise network development, dealer profitability, field operations, and after-sales processes. Jerry has extensive experience working for solutions providers servicing the Automotive industry.

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