Aftersales accounts for 12% of an Italian dealership’s revenue but generates between 20% and 22% of its profits. These are Federauto figures for 2024.
With numbers like these, every case left waiting on a document costs more than it seems. In warranty and claims management in the workshop the bottleneck is almost never the repair: it is the paperwork that has to go with it.
Warranty and claims management in the workshop: the documents are the sticking point, not the repair
Work order, diagnosis outcome, photos of the defect, traceability of the replaced part, correspondence with the customer. The documentation required for warranty reimbursement by the manufacturer comes from different people and different tools, and ends up scattered across email, network folders and paper files.
As long as everything runs smoothly, nobody notices. The problem blows up when a case is challenged and somebody has to reconstruct it months later, taking hours away from people who should be working on vehicles.
The digital dossier: the dealership’s warranty cases linked to the vehicle
ARXivar is Able Tech’s document management and Business Process Management platform. Applied to the workshop, it automatically collects documents from email, certified email, scanners, the DMS and the management system, and organises them into a single dossier linked to the licence plate.
From there, every piece of evidence can be found in seconds. One honest clarification: ARXivar does not replace your workshop management system and does not submit the claim to the manufacturer’s portal. It works alongside them and keeps in order everything the claim rests on.
Workflows for warranties and claims: who does what, and by when
A software solution for managing customer complaints in the workshop is of little use if it does not establish responsibilities. Here is what changes with the process designed inside ARXivar:
- Every case assigns a task to a specific person, with an automatic notification, so no request sits idle because everyone assumed somebody else was handling it.
- Deadlines are monitored by the system, which flags overdue cases before the reimbursement is compromised.
- Electronic signature closes approvals without printing, signing and scanning the same sheet of paper all over again.
- Progress is always visible, so a customer calling to ask where their complaint stands gets an answer straight away.
Document traceability in the workshop: a history that stands up to scrutiny
Every step stays on record: who uploaded a document, who approved it, when. If the manufacturer asks about a case closed a year ago, reconstructing it takes minutes rather than days, with tax documents preserved in compliance with regulations and retaining full legal validity over time.
Take warranty and claims management in the workshop off paper
Digitising warranty cases in a dealership does not mean starting over from scratch: you start from the processes you already have, put them in order and make them verifiable.
Adawen is an ARXivar Silver Business Partner for the automotive sector and configures the platform around the real processes of dealerships and service partners. Want to see how it works on your own workshop flows? Request a demo.