Enabling Mobile-First Warranty Claim Submissions Using Salesforce Experience Cloud Capabilities

Client Profile

A leading manufacturer of high-quality roofing solutions designed to protect what matters most. Specializing in durable and innovative products for residential and commercial spaces, they offer a range of asphalt shingles, roofing underlayment, waterproofing solutions, and composite materials for superior protection and aesthetics.

Challenges

The Customers of our client were having a hard time submitting warranty claims from their mobile devices, forcing them to rely on desktops, which was an inconvenient and frustrating process. The Customers had to seek additional support to complete their claims. The lack of mobile accessibility led to delays, inefficiencies, and increased support requests, ultimately reducing customer satisfaction and straining operations.

Solutions

Rialtes stepped in to improve the warranty claims process by developing a mobile-first portal with Salesforce Experience Cloud. Our team worked and designed a user-friendly interface specifically for Android, iOS, iPads, and tablets, making it easy for customers to submit claims anytime, from anywhere.

We built the portal using Lightning Web Components (LWC) to ensure smooth navigation, fast performance, and a simple, touch-friendly design. This improved experience allows customers to complete warranty claims quickly and effortlessly.

Our solution enhances customer satisfaction, streamlines operations, and ensures a modern, efficient claims experience across all mobile devices.

Benefits

• Enabled complete mobile compatibility, allowing customers to submit claims from smartphones and tablets without needing desktop access.
• Simplified user experience led to a 40% drop in support tickets related to warranty submissions.
• Customers can now complete the warranty claim process in under 4 minutes, cutting down processing time by over 60%.
• The convenience of mobile access drove a 35% increase in submitted claims, showing higher engagement and usage.
• User feedback showed a 25% improvement in satisfaction scores, directly linked to faster processing and ease of access.
• Lower dependency on manual support freed up internal teams, reducing claim-handling time by half and improving response rates.