Our commitment to deliver a consistent and exceptional service experience to all the customers has again received the highest commendation from Caterpillar. For the third straight year we have been honoured with the GOLD standard in Warranty Excellence. This accreditation places us amongst an elite group of dealerships recognized by the Caterpillar Warranty Excellence Program.
When we embarked on our journey towards excellence in 2015, we got ranked below the Bronze level of Cat Warranty Excellence with Recovery Ratio of 90.46%, Claim Age of 14.41% and Resubmission Rate of 8.65%.
Since then our journey has been transformational. The Warranty team endeavoured for continuous improvement and implemented policies and processes that were of global standard. The team comprising Manash Sarkar – Head of Warranty Administration, Brajesh Kumar – Overall In-charge Of Warranty, Litan Mishra – Claim Executive for Construction & Mining, Some Nath - Claim Executive for Construction and Subrata Das - Claim Executive for Construction and E&T outlined KPIs, set targets and organized monthly meetings to take stock of the performance and implemented corrective action in case of a shortfall. The team along with the SPCs effectively managed warranty systems to drive accurate and timely claim processing, identification and failure data retrieval. Close coordination with Product Specialists in case of high value and critical cases along with support from branches for timely reports and warranty documentation submission enabled us to reduce our initial claim days.
Through sustained efforts we have successfully improved the Warranty metrics year-on-year and have achieved Recovery Ratio of 99.35%, Resubmission Rate of 1.68% and an Initial Claim Average Age of 5.56% in 2018.
Congratulations to the Warranty team on this stupendous success and for making us proud.