Repair claim submission use case

Use case scenarios demonstrate when and how to use the Dealer portal application to submit a repair claim. It provides practical examples of common repair or warranty management situations.

Use case: Warranty repair claim submission

Scenario

James, a dealer service advisor, performed a warranty repair on customer Ken's 2023 Alectri Voltar VS and needs to submit a warranty claim for OEM reimbursement. Dealers submitting warranty claims face several challenges:

• Manual processes and disconnected systems create inefficiency
• Multiple platforms required to manage requests, claims, and OEM interactions
• Manual part and labor code entry leads to errors
• Incomplete documentation causes claim rejections
• Manual calculations increase processing time and mistakes
• Limited visibility into claim status after submission

Solution

James uses the MCO Dealer Portal to submit a warranty repair claim through a guided experience:

1. Accesses unified portal with cases, claims, knowledge, and service catalog in one place
2. Opens repair claim form where MCO auto-populates assets tied to the dealership
3. Selects the vehicle by asset number or VIN, chooses dealership location, and enters reported date, repair description, and work order number
4. Launches guided job entry where the “Warranty” is selected as Repair type
5. Enters parts details including part number, quantity, unit cost ($1,250), and 15% tax rate where MCO automatically calculates the total
6. Selects pre-populated labor code, enters 1.5 labor hours and 10% tax rate where the system calculates total labor cost
7. Adds additional services such as pickup/drop-off or rental car reimbursements covered under warranty
8. Uploads supporting documents including work orders and repair photos, then submits the claim for OEM review

The guided interface with automatic calculations and pre-populated codes ensures complete, accurate claim submission.

Benefits

1. Unified access: Single portal for all dealer interactions with OEM
2. Faster data entry: Auto-populated assets and pre-populated labor codes eliminate manual lookup
3. Reduced errors: Automatic calculations for parts, labor, and tax minimize mistakes
4. Improved accuracy: Guided workflow ensures all required fields are completed
5. Lower rejection rates: Structured data capture and document upload improve claim completeness
6. Streamlined process: Elimination of swivel chairing between systems increases efficiency
7. Complete documentation: Centralized attachment upload ensures all supporting materials are included

Outcome

James successfully submits a complete warranty repair claim for Ken's 2023 Alectri Voltar VS with parts, labor, and supporting documentation. The guided experience with automatic calculations and pre-populated codes reduces claim preparation time and minimizes rejection risk, enabling faster OEM processing and reimbursement.