Request a demo for a perfect solution apt for your business. Take this journey with us to improved growth!


Download Link Sent to Your Inbox

Building Trust Through Tech: Streamlining Warranties With Digital-First Approach


Bhushan Harendra Sheth
Chief Risk Officer,


Abhijit Paul
Senior Vice President,
Reliance Retail
Fareed Syed
Vice President,
Airtel Payments Bank
Satish Nair
Assistant Vice President,
Anjan Sengupta
Digital Transformation Lead (Customer Service - India)
BSH Home Appliances India
Manish Goel
General Manager
After Market Revenue & E-Commerce Projects

In the era of digital transformation, building trust through technology has become an integral component for businesses, particularly for Original Equipment Manufacturers (OEMs) and retailers. Adopting a ‘Digital First’ approach is not just a strategic choice but a necessity in a landscape where technology is reshaping consumer expectations and behaviours.

For OEMs and retailers, incorporating technology-based interventions is crucial to providing an additional layer of protection for assets sold to consumers. This goes beyond the mere transactional aspect and extends to the entire lifecycle of the product. The emphasis is on leveraging technology to enhance the overall customer experience, ensuring trust is established and fortified over time.

One of the immediate challenges that necessitate a digital intervention is the lengthy waiting periods associated with warranties. Traditional warranty processes are often marred by paperwork, bureaucratic delays, and manual verification procedures. These inefficiencies result in a more-than-optimal customer experience and erode consumer trust and confidence. By adopting technology-driven solutions, businesses can streamline and expedite warranty processes, reducing waiting times and eliminating potential sources of frustration for customers.

The issue of error-prone paperwork further compounds the challenge of building and maintaining consumer trust. Digitalizing warranty processes minimizes the risk of errors and provides a more transparent and easily accessible record for both consumers and businesses. This shift from manual to digital documentation enhances the efficiency of warranty management and contributes to a smoother and more reliable customer experience.

In the panel discussion, leading industry experts articulated how technology can play a pivotal role in consolidating customer trust and perception. The emphasis was on addressing key pain points in the customer journey, particularly those related to warranties. These experts discussed innovative technological solutions that can mitigate delays, reduce paperwork, and enhance overall customer satisfaction.

A central theme of the discussion revolved around the concept of a single digital touchpoint for interactions. By consolidating customer interactions into a unified digital platform, businesses can create a seamless and cohesive consumer experience. This could include a digital portal for warranty registrations, claims, and status tracking, providing customers with real-time updates and a user-friendly interface. Such a digital touchpoint simplifies the user experience and allows businesses to understand better and respond to customer needs.

The overarching goal of the panel discussion was to explore problem-solving strategies that leverage technology to streamline the entire value chain. By embracing a digital-first mindset and implementing innovative solutions, businesses can navigate the challenges of warranty management, reduce friction in customer interactions, and solidify their reputation as trustworthy and customer-centric entities in the digital age.


Be the first one to know about latest happenings in the InsurTech sector. Click below to subscribe to our newsletter!