Industrial Machinery Manufacturer Increased Service Warranty Claims Filing Rate By 44% With Kure
PROJECT SUMMARY
The problem: The manufacturer was losing thousands of dollars each month in recoverable warranty income. Warranty claims were not being filed consistently or on time, leading to unnecessary rework, lower financial performance, and growing frustration across departments.
Using Kure, the manufacturer increased its warranty claim filing rate from 43% to 62%—a 44% improvement.
The Problem
In the Industrial Machinery Manufacturing and Industrial Technology industries, even small process gaps can create big financial consequences. That’s exactly what one service team was experiencing as their low warranty claim filing rate began cutting into revenue and slowing down operations. With so many departments touching the same process, they needed a clear, structured way to bring everyone together—and fast.
They chose Kure, a digital improvement platform built to guide teams step-by-step through solving problems while automatically documenting every action. Kure’s straightforward design and people-friendly approach made it the perfect fit. From the start, the team used Ethical Efficiency™ as their foundation, ensuring their solutions would be fair, transparent, and aligned with the organization’s values—not just financially effective, but respectful of the people doing the work.
The manufacturer was missing out on significant warranty revenue. Claims weren’t being filed consistently or accurately, which led to dollars lost, extra rework, and ongoing frustration between technicians, supervisors, and coordinators.
Every missed claim was a direct hit to financial performance and stood in the way of the team’s goal to improve operating income by nearly $250,000. Without a clear process and shared expectations, employees struggled to know what information was required, where bottlenecks were occurring, and how to keep the workflow moving.
For a business relying on tight margins and efficient service operations, improving this process was critical to sustaining profitability and maintaining customer trust.
The Root Causes
Using Kure’s structured guidance, the team rapidly identified the core issues. The main problem wasn’t effort—it was understanding.
Technicians didn’t fully understand their role in the warranty process or what needed to be included in write-ups to make a claim valid. There was no consistent communication, no standard training, and no shared clarity about responsibilities.
The team also uncovered some system-related limitations. While these were outside the project’s immediate scope, Kure helped the team document them for future, higher-level improvements.
The Solutions
Kure made it simple for the team to organize their ideas, track actions, and stay aligned from start to finish. Using its built-in tools and automated documentation, the team created a practical plan to increase clarity, consistency, and accountability.
Key solutions included:
Warranty Fitness Meetings with service supervisors to align expectations and show how accurate submissions directly impact financial performance.
Draft warranty submissions for likely claims, ensuring serial numbers and key details were captured before jobs closed.
Weekly reviews of all outstanding warranties to quickly identify and complete submission opportunities.Meeting with the warranty leader to gather best practices and escalation paths, then sharing those insights across all teams.
Reviewing the dispatch process with service coordinators to help them flag warranty-related jobs early.Training technicians on exactly what to include in job write-ups so claims could be filed smoothly and with fewer follow-ups.
Throughout the entire project, Kure automatically documented progress, decisions, actions, and results—making it easy to communicate updates, maintain alignment, and sustain improvements with confidence. Ethical Efficiency played a key role, ensuring that every improvement supported clarity, fairness, and respect for the people doing the work.
The Results
The outcomes were impressive. The team increased its warranty claim filing rate by 44%, directly boosting warranty recovery and significantly improving operating income.
Workflows became smoother. Technicians felt empowered instead of frustrated. Supervisors gained visibility. Coordinators understood their role more clearly. And the time once spent on rework, chasing information, or clarifying expectations was redirected toward more productive, value-added activities.
The transformation wasn’t just operational—it strengthened teamwork, trust, and confidence across the service organization.
Conclusion
By choosing Kure, the organization turned a costly challenge into a major win. Kure’s improvement management platform provided step-by-step guidance, kept the team focused, and eliminated the guesswork that often slows projects down. Its built-in documentation made it easy to track progress and communicate results, supporting long-term sustainability.
Through Ethical Efficiency, the team ensured their solutions were not only effective, but also responsible, thoughtful, and fair.
This project demonstrates how Kure accelerates problem-solving and helps teams achieve meaningful results faster. With a stronger, clearer warranty process now in place, the organization is better prepared for future improvements—and equipped with the tools and mindset to create lasting success.
*We value our clients’ confidentiality. While we’ve changed their names, the results are real.
