Success Story: Streamlining Warranty Management with Zoho Creator
True Temper is a leading provider of hockey gear and lifestyle apparel. Their brand is well-established in their industry: True Temper has manufactured hockey sticks used in 14 Stanley Cup finals, and they’ve sold more than 2 million hockey sticks since 2000.
Their reputation has grown thanks to their product support: True Temper provides a comprehensive warranty on all of their products. Read how Blue Stingray helped True Temper optimize their warranty process with Zoho Creator.
The Problem: Warranty Reporting Required Manual Exports to AirTable
In the past, True Temper relied on an email-based system to process warranty claims. Their team managed hundreds of claims each month, and the manual process led to significant efficiency issues — both in processing and in reporting.
Blue Stingray was able to make the process much more efficient by utilizing Zoho Creator. But while efficiency was the top priority, True Temper also needed an intuitive way to access the claims data.
The warranty information held valuable insights about ways that they could improve their products, including:
- What products were the most problematic;
- What types of issues products were incurring;
- The most common causes of damage;
- The sizes of the products that were most likely to result in warranty claims.
Every few days, several members of True Temper’s team would export data from Zoho, then import it into Airtable. Airtable is a powerful prototyping tool, but it’s limited in its capabilities: To utilize the warranty data, True Temper’s team needed to clean up the data to map the Zoho Creator parameters to the Airtable system.
That manual process wasn’t ideal, and True Temper wanted to simplify their process by handling the warranty reporting directly in Zoho Creator.
Solution: Warranty Claims Processing with Immediate Access to Key Statistics
Blue Stingray developed a comprehensive warranty management and reporting system using Zoho Creator. The system streamlines the claims process and provides instantaneous tracking.
“They really needed immediate access to warranty data, and moving the data manually wasn’t practical,” explains Garrett Flynn, Project Manager at Blue Stingray. “They were spending so much time on data exports, it was actually delaying the actual warranty care and product improvements.”
“Zoho Creator can report the data instantaneously. It’s automatic, so they don’t need to do anything: They just go through the warranty process and issue the approval. As soon as the claim is approved, it goes right into the system, which updates everything automatically.”
The claims system also incorporates fraud detection based on True Temper’s specific rules, which reduces the time spent on manual reviews.
Results: Better Automation and More Efficiency
The now-automated system significantly reduced the time spent on processing claims, improved efficiency, and helped identify and prevent fraudulent claims. Most importantly, it provided instantaneous access to crucial warranty data — information that the True Temper team can use to continually improve products.
Manual data exports are no longer part of the process, which has empowered True Temper’s team to spend more time on fulfilling warranty claims and keeping customers satisfied.
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At Blue Stingray, we approach problems differently: By understanding how our clients do business, we’re able to find or build solutions that complement their workflows. Our goal isn’t to replace workflows with something completely new: We identify processes that could be automated, then look for practical ways to create those automations.
Whether your business needs a custom cloud app, a fully customized ERP, or something in between, we’re ready to help you achieve success. To discuss your next project, reach out and speak with an expert.
