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Reimagining Warranty Service: Faster, Smarter, Seamless

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When a leading multinational in the power products industry approached Vitamap, they were struggling with a familiar challenge—warranty support stuck in the past.

An aging tool, endless spreadsheets, and disconnected processes meant service delays, minimal automation, and zero visibility into critical metrics like part costs and service expenses. The result? Frustrated customers, wasted resources, and inefficiencies at every turn.


With our Cloudtrac automation platform and the mEdge field service app, we set out to transform their warranty service into a streamlined, transparent, and highly efficient operation. But technology was only part of the solution—our professional services team worked closely with the client to redesign the service process from the ground up.


We built a single, unified platform where warehouse teams, service engineers, customers, and service partners could collaborate seamlessly. Easy-to-use action boards replaced fragmented communication, ensuring every stakeholder stayed on the same page.


The Solution Approach: From time consuming manual approach to Seamless Automation

Vitamap’s Field Service Automation platform powered a comprehensive automation and digitization strategy, covering the complete business process for:

  • Logistics & Supply issues

  • Product technical concerns

  • General service requirements

Custom action boards were designed for every stakeholder—Planners, Warehouse teams, Quality teams, Field Service Engineers, Authorized Service Providers (ASPs), Partners, and Business Managers—ensuring smooth coordination and real-time updates.

The end-to-end automated workflow included:

  1. Service ticket creation from customer emails

  2. Assignment and quality assessment

  3. Replacement shipments

  4. Field visits with safety approvals

  5. Issue resolution

  6. Digital Service Inspection Reports (SIR) sent to customers

  7. Defective part collection tracking

For the field workforce, the system managed engineer location, attendance, and availability—enabling faster responses and better resource allocation.

Comprehensive dashboards and reports—including visit reports for billing, Free-of-Charge (FOC) value reports, and multiple Service Turnaround Time (TAT) reports—gave managers clear, actionable insights for decision-making.

The Impact

From design to deployment, the solution was delivered in just 8 weeks.
The results have been transformative—saving significant time, reducing costs, boosting operational efficiency, and, most importantly, delivering a superior customer experience worldwide.

What began as a technology upgrade became a complete transformation of the service process—one that continues to deliver measurable value every single day.

Ready to transform your Warranty process and unlock these incredible benefits? Discover how Vitamap's Cloudtrac Platform can streamline your operations and drive your business forward.


For more information please email us at sales@vitamap.com
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