CASE STUDY

LP Corporation Reduces Warranty Costs by 15% in the First year

TABLE OF CONTENTS

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RESULTSMize has enabled LP Corp to

make significant improvements in data quality and analytics. In addition, LP

Corp has been able to centralize its entire claims

process into the single, cloud-based global system

making it possible for all claims offices to work from

the same database and eliminate the duplication of

effort.

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SOLUTIONSAfter an exhaustive search,

LP Corp decided to implement a Cloud-based, Global Warranty System,

powered by Mize Warranty Solution, to optimize warranty claims and

customer support processes.

CHALLENGES

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LP was facing many challenges with an aging

warranty database, international claims

processes, and inefficiencies in reporting/analytics. Each country where LP operated

was using a different legacy system for claims

registrations, investigations, and settlements.

LP Corporation (LP Corp) is a $2.8 Billion (2018)

manufacturer of quality engineered building

materials for use in residential, industrial, and light

commercial construction. Its products are covered

by industry- leading service and warranties to help

customers build smarter, better and faster. The

warranty covers products sold in the following

countries: USA, UK, Belgium, Germany, Switzerland,

France, Netherlands.

LP Corp provides a performance warranty on its

product that extends 20 years or more in some

cases. Their product is just one component of a multicomponent assembly (Wall, Roof, Floor)

installed in the building. Like most building

product manufacturers, LP has no control over

the installation of their product, the other building

components used in the assembly, and/or the

exposure to moisture. Their product is usually highly

visible within the home, which is the single largest

investment we make as a consumer. Many product

failures do not appear until years after installation

when there is a large volume of production at risk.

ABOUT LP CORP

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LP was facing many challenges with an aging warranty database, international claims processes, and inefficiencies in reporting/analytics. Each country where LP operated was using a different legacy system for claims registrations, investigations, and settlements. There were language and system compatibility issues between these applications in Europe and the United States. There was no integration or translation possible between the systems. In addition, the applications were over ten years old and reaching their end of life.

It was problematic and costly for LP Corp to modifyand maintain these multiple systems and itwas difficult to find qualified people to maintain thecode in these legacy systems. The globalstandardization of common processes was nearlyimpossible. Business teams could not generatetheir own reports. Instead, they had to rely onwarranty department or IT resources to create thereports. In addition, reports and notifications fromEurope needed to be translated into English.Furthermore, extra time was needed to reviewemails and voice mails to make sure nothing gotlost in translation.

CHALLENGES

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DIFFERENTLEGACY

SYSTEMS

As might be expected, there was a duplication of

effort required to make sure information was

accurate. The inefficiencies often resulted in delays

in approvals, information updates, and payments.

This also meant early mornings and late nights

resolving issues for Vance Thomas, Corporate

Warranty Manager with LP Building Solutions,

and his team. More importantly, his headcount

was continually growing to deal with these process

inefficiencies. Of course, higher headcount equates

to higher costs. More and more workarounds would

have to be completed, increasing the risk in errors

and potential costs per claim if the LP continued

with the status quo. The company eventually reached

the conclusion that its warranty applications needed

to be upgraded. Vance Thomas is the Corporate Warranty

Manager for LP Building Solutions where

he oversees LP’s global warranty

organization with a team of warranty

personnel and technical inspectors

located throughout North America and

Europe. He has a 25-year proven record

of developing and implementing warranty

claims processes that resulted in

improved customer satisfaction and

reduced operational expenses.

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After an exhaustive search, LP Corp decided to

implement a Cloud-based, Global Warranty System,

powered by Mize Warranty Solution, to optimize

warranty claims and customer support processes.

Mize enabled LP Corp to leverage best practices and

standardize internal processes across all claim groups.

Mize also provided a system that provides flexibility for

future processes as well as improvements in analytics

and forecasting.

Mize Warranty solution met all the LP Corp’s requirements with:

In addition, the flexibility of the Mize solution allows

LP Corp to manage various warranty policies, business

rules, workflows, forms, and correspondence templates

to meet the needs of various regions, product groups,

and third-party contractors.

SOLUTION

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• Minimal customization

• Best overall terms with pricing

• Data protection laws (GDPR)

• Business continuity plans

• Risk mitigation

• Security (SOC2)

• Scope of work

CLOUD-BASEDGLOBAL

WARRANTYSYSTEM

With the Inspections Smart Blox from Mize, the LP Corp

team can perform field inspections on any mobile device

and generate warranty investigation reports. Mize mobile

app on iOS and Android allows field inspectors to

capture inspection data and pictures to support the claim

process. All the communication is captured and tracked

for each case and claim including emails, comments,

and pictures. The Mize application is integrated with

SAP for financial and payment transactions.

LP Corp gained many benefits from Mize Warranty Solution:

• Single, automated and integrated system forgenerating Technical Ticket, Claim Ticket

• All emails, phone calls, and voice message canbe captured and transcribed into Mize

• Pre-defined workflows so that LP Corp can assignspecific area of responsibilities (AOR)

• Create and email document templates with hotpots

• Generate Investigation and Settlement Reportwith 1 Click

• Enables us to capture picture and include withinthese reports

• Operates in Online and Offline mode

• Business people can generate their own reportsand notifications

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ComplaintRegistration

ClaimValidaiton

FieldInvestigation

SettlementNegatiation

ClaimResolution

RESULTSMize has enabled LP Corp to make significant

improvements in data quality and analytics. In addition,

LP Corp has been able to centralize its entire claims

process into the single, cloud-based global system

making it possible for all claims offices to work from

the same database and eliminate the duplication of

effort. As a result, the company has been able to

consolidate offices. LP has also observed an increase

in operating efficiency in the office administration as

well as inspection personnel now that they use the

mobile application to document field inspection results.

These improvements netted a 15% cost saving in the 1st

year for LP Corp. The company anticipates 3 X ROI over

the five years life of the cloud solution contract from

Mize. Of course, LP Corp will continue to reap efficiency

gains in the future. For example, the company can

quickly incorporate new product lines into the Mize

system and well as easily migrate and incorporate

product lines from acquired companies into Mize. In

other words, the cost savings from the new system will

no doubt support future growth initiatives for LP CORP.

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ACHIEVED 15% COST

SAVINGS IN 1ST YEAR

Mize streamlines and automates warranty processes through a Closed Loop Warranty Lifecycle Management solution that results in improved customer experience, reduced warranty costs, and higher revenue from a satisfied customer base. Mize connects critical warranty data to key stakeholders in the warranty lifecycle.

Mize provides warranty and service contract solutions that improve channel relationships, enhance customer service, and generate additional revenue for manufacturers, their dealer networks, and service providers. Mize’s leading connected customer experience platform orchestrates standard warranty, service contracts, maintenance programs, and subscription models to service the customer throughout the lifecycle and maximize customer lifetime value.

ABOUT MIZE

WARRANTY MANAGEMENT

• Policies & Terms• Campaigns • Business Rules

CLAIMS PROCESSING

Streamline Warranty

> 80% Automation

50% Attach Rate> 40-60% Recovery

Reduce Warranty Costs

Reduce Returns

• Claims Submission• Claims Adjudication• Payment

REGISTRATION

• Pre-delivery Inspection• Product Registrations• Service Plans

SUPPLIER RECOVERY

• Supplier Agreements• Supplier Claims

WARRANTY INSIGHTS

• Reporting & Analysis• Corrective Action• Quality Improvement

RETURNS

• Parts Return• Shipment Tracking• Parts Inspection

• OEM •

• CHANNEL

S •

• SUPPLIERS •

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LEARN MOREYou can learn more by visiting

Mize Warranty Management Solutions

Webinar with Vance Thomas, Corporate Warranty

Manager, LP Building SolutionWatch recorded Webinar

Request a Demo to learn how you can streamline your

warranty processes and reduce warranty costsRequest a Demo Now

WARRANTY

2020A LEADER

Mize named as a Leader inWarranty and Service Contract Management Applications IDC MarketScapeTM

Learn how you can Optimize Warranty Management and Maximize Service Contract Sales.

813-971-2666 • www.m-ize.com • info@m-ize.com12802 Tampa Oaks Blvd. Suite #320, Temple Terrace, FL 33637

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