Manufacturing · Dealer Operations
280 Dealers Now Run in Sync, With 30% Fewer Warranty Claims
A North American vehicle manufacturer coordinates 280+ dealers across five locations and more than 18,500 employees, with no formal system to run it on. We built one Salesforce platform for dealer communication, returns, assets, and quality monitoring. Warranty claims fell 30%, and no headcount was added.
30% fewerWarranty claims, supplier productivity up 25%
60% fasterReturn processing, with 70% fewer errors
+20%Productivity gain, no added headcountThe Challenge
The manufacturer coordinates a network of 280+ dealers across five locations and more than 18,500 employees, but had no formal system to run it on. Communication gaps slowed dealers down. Original equipment manufacturer (OEM) returns were handled ad hoc and caused costly delays. Assets and warranties were tracked loosely enough that claims were missed and costs went up. Every missed warranty claim and every delayed return was margin left on the table. Quality issues surfaced only after claims were filed, so the cost landed before anyone saw the problem. Fixing coordination at the platform level, rather than by adding people, was the only way to protect margin as the dealer network kept growing.
What We Did
We built a partner experience portal in Salesforce Manufacturing Cloud that centralizes dealer communication and closes the gap between headquarters and 280+ dealers. We then structured OEM return approvals so they follow one path instead of being handled case by case. We automated asset lifecycle and warranty period tracking so nothing depends on someone remembering a date. We added supplier quality monitoring that flags supplier performance issues before they become warranty claims, which moved the work from filing claims to preventing them.
The Solution
One Salesforce platform now runs dealer communication, returns, assets, and quality monitoring in real time. Issues surface and get resolved before they turn into claims, and 280+ dealers work from the same record as the network keeps growing.
The Outcome
Warranty claims fell 30%, with supplier productivity up 25%. Return processing runs 60% faster with 70% fewer errors. Inventory overstocking dropped 80% through real-time monitoring, and productivity rose 20% from real-time dealer collaboration, with no added headcount. Four separate workarounds became one system. Dealers and headquarters stopped chasing each other for status, quality problems get caught before a claim is filed, and the network grew without the company hiring people to hold it together.
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Running a dealer or partner network on disconnected systems?
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