Development of a Digital Self-Service Customer Claims Portal for Enhanced Warranty Management

The client faces inefficiencies due to reliance on email and phone-based customer service, leading to delayed claims processing, reduced transparency, and a fragmented user experience. Managing warranties across multiple retail partners with varied data formats complicates operational workflows and customer satisfaction.

A leading retail company offering warranty services for diverse product lines, seeking to streamline customer claims and warranty management through a unified digital platform.

• Transform manual, multi-channel warranty claim processes into a seamless digital self-service portal.
• Enable customers to securely login, view their warranty portfolio, initiate and monitor claims, upload supporting photos, and communicate with support agents within a unified interface.
• Integrate the portal with existing backend APIs to ensure real-time data synchronization and operational consistency.
• Improve claim processing efficiency, transparency, and customer satisfaction while accommodating legacy business practices and diverse data sources.

• Customer login and profile management with secure authentication
• Dashboard showing a list of warranties and claim history
• Ability to start new claims with detailed descriptions and upload photos
• Claim status tracking and updates in real time
• Secure messaging interface for communication with support agents
• Integration with existing APIs to fetch and update warranty and claims data
• Responsive front-end built with React or equivalent modern frameworks

• Existing warranty management APIs
• Retail partner data systems
• Photo upload and storage services
• Customer authentication and identity verification systems

• High system availability with 99.9% uptime
• Fast response times under load (page loads under 2 seconds)
• Secure data handling complying with industry standards (e.g., encryption, GDPR)
• Ability to handle a growing number of users and warranty data points from multiple retail partners

The implementation of this self-service claims portal is expected to reduce claims processing time by approximately 30-40%, enhance transparency for customers, and increase overall customer satisfaction. The platform will enable the client to manage warranty data from multiple retail partners efficiently, supporting long-term scalability and operational resilience.