Warranty claims adjudication across Europe presented a unique challenge for a global automotive company. Each market operated with different processes, languages, and levels of maturity, making it difficult to deliver consistent decisions at scale. As dealer expectations for speed increased, delays in approvals began to impact repair timelines, operational efficiency, and the overall customer experience.

Expanding into multiple countries while maintaining quality and cost control demanded a more unified approach — one that could enable real-time decision-making, standardize workflows, and scale efficiently across regions.

Challenge

Warranty adjudication across European markets was fragmented and claims review/approval processes were inconsistent. Dealers often experienced slower response times, which created delays in repair approvals and added friction to the service experience.

At the same time, inconsistent claim handling made it difficult to maintain quality standards and gain clear visibility into cost control. As the program expanded beyond its initial pilot, the lack of a standardized operating model made it challenging to scale efficiently across multiple countries and languages.

Without a consistent framework in place, the organization faced increasing complexity in delivering timely, accurate claims decisions while preparing for continued geographic expansion.

Our solution

Percepta by TTEC partnered with the OEM to design and scale a centralized, digital-first pre-approval model that enabled improved warranty adjudication across Europe. The service was built to operate entirely within the client’s systems, allowing dealers to submit requests digitally and receive decisions without the need for calls, emails, or manual follow-ups.

A standardized workflow was implemented to ensure consistent, high-quality decision-making across all markets. Claims were reviewed and adjudicated in real time within a secure environment, aligning decisions with established guidelines while improving speed and transparency for dealers.

To support operations across Europe, Percepta by TTEC established a multilingual team in Sofia, Bulgaria. Our team assisted customers — in their preferred languages — in Germany, Austria, Switzerland, Italy, France, Hungary, Poland, and Spain. Expansion to additional markets is planned. The operating model was designed for scalability from the outset, enabling new countries to be onboarded quickly while maintaining performance standards.

Performance tracking was embedded into daily operations, with clear alignment to service-level agreements and cost outcomes. This ensured that speed, quality, and efficiency were continuously monitored and optimized as the program evolved.

Results

The program successfully transitioned from a pilot in one market to a fully operational, multicountry service supporting dealers across Europe. Real-time pre-approvals significantly reduced response times, enabling dealers to move forward with repairs more quickly and with greater confidence. Claims were settled swiftly: We achieved a 97% SLA attainment rate for dealer pre-approval response time of 30 minutes.

Standardized workflows improved the consistency and accuracy of claim decisions, while the digital model eliminated delays associated with traditional communication channels. As the program scaled, the organization achieved strong efficiency gains and a 1400% ROI while maintained high service levels, even as volumes increased. Savings quadrupled over four years’ time.

The result was a more responsive, controlled, and scalable warranty adjudication model that continues to support expansion across additional markets.

Why it worked

The solution succeeded because it simplified and standardized a previously fragmented process. By centralizing pre-approvals into a single digital workflow, Percepta by TTEC removed variability across markets and created a consistent experience for dealers regardless of location.

Operating directly within the client’s systems enabled real-time decision-making, reducing delays and improving transparency. At the same time, the multilingual team structure ensured that local market needs were met without sacrificing global consistency.

Finally, designing the model for scalability from the beginning allowed the program to grow rapidly while maintaining performance. With clear alignment to service levels and continuous performance tracking, the organization was able to expand into new markets with confidence, delivering both operational efficiency and measurable cost control.