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Since 1986, Vac-Con Inc. has manufactured more than 8,400 custom-built, truck-mounted machines to serve public and private environmental markets globally. Located in Green Cove Springs, Florida, it is a manufacturer of hydro-excavation construction equipment and one of the largest manufacturers of sewer cleaning equipment in North America. To accommodate growth, the company has undergone 3 different expansions at its Green Cove Springs site.

The company sells multiple product lines, including combination machines, industrial vacuum loaders, jet rodders, and hydro excavators for a vast array of diverse applications.

Challenge: Find a Scalable System with Real Time Updates

Vac-Con faced a pressing challenge with its existing warranty claims management system, which was nearing the end of its technical life. The system primarily relied on physical files and documents, lacked real-time updates, scalability, and flexibility to adapt to evolving business requirements.

It became clear that Vac-Con needed a solution that was easy to use, customizable, and accessible to their dealer network, including the dealer shop floor.

Solution: A Configurable Cloud-Based System

To modernize their warranty management process and support future growth, Vac-Con partnered with Optimum Info. They implemented Optimum Info's cloud-based Warranty Management System, which stood out due to its robust analytics, reporting features, and high configurability. The user-friendly interface appealed to both Vac-Con dealers and internal personnel, making it the ideal choice for the company.

Optimum Info Warranty Management System Claims Processing Validation

Features of the system that Vac-Con found beneficial include:

  • Warranty Registration
  • Claims validation
  • Parts Returns tracking

According to Vac-Con the Blue quotation marks Implementation was flawless Blue quotation marks - What was most significant was that all system features were functional on time. Big strength of Optimum Info is the speed of delivery to implement updates or customized features.

Feedback: User-friendly, Seamless System Access, and Actionable Insights

Vac-con users provided positive feedback for the system:

  • 80% of Vac-Con’s dealers got comfortable using the system after submitting their first or second claim.
  • Larger dealers like the option of being able to add additional users as there is no need to share logins.

Users like that the system provides 100% visibility into claims and allows users to extract actionable data to improve quality.

Results: Claim Processing Time Was Significantly Reduced

Vac-Con achieved significant improvements in their warranty process, reducing claims processing time by a remarkable 70%. It used to take 1 hour to 2 hours to review a claim and now it is down to 15-20 minutes.

Vac-con streamlined entire warranty process and reduced claims processing time by 70%

Other benefits Vac-con realized from the new system include:

  • Users can now provisionally approve a warranty claim and it does not get pushed forward for further processing unless the RMA is received.
  • Users can generate meaningful reports.
  • Phone calls to track warranty claims have essentially disappeared.
  • The system could also be expanded at some point to include the products of a small subsidiary company that sells similar trailer mounted products.

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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