Warranty Management System

The client's existing warranty management process was plagued by inefficiencies and lack of transparency. Approving warranties and tracking complaint resolutions were time-consuming tasks, resulting in customer dissatisfaction and operational hurdles.
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The client aimed to develop a robust warranty management application that would automate and streamline the warranty approval process. Their goal was to enable efficient tracking of complaints and their progress through the repair and warranty phases.

Proposed Solutions

The proposed solution focused on creating a comprehensive Warranty Management System that addressed the client's challenges head-on:

  • Efficient Workflow: The application facilitated quick and automated warranty approvals, reducing manual intervention and turnaround time.
  • Real-time Tracking: Complaints were meticulously tracked as they progressed through repair and warranty stages, providing instant updates to all stakeholders.
  • Actionable Insights: Business units were empowered to generate reports based on ticket details, warranty terms, and actions taken during the repair process.
  • Visual Dashboard: The system presented a visually intuitive dashboard displaying warranty types and actions, such as replacement, repair, or customer goodwill gestures (GV). This dashboard offered an overview of complaint statuses, aligned with product warranties.
  • SLA Notifications: The system intelligently triggered notifications as Service Level Agreements (SLAs) approached breach, ensuring timely resolution. In case of breaches, escalations were enacted, based on warranty-specific business rules.
  • Customer Portal: A customer-centric portal allowed clients to track their complaint status and access product-specific terms and conditions, enhancing transparency and satisfaction.

Implementation Tools:

  • OutSystems: The application was efficiently developed using the OutSystems platform, ensuring speed and agility in deployment.
  • SQL Database: A structured SQL database was employed to handle data storage and retrieval, contributing to robust data management.
  • Active Directory: Seamless integration with Active Directory provided secure user authentication and authorization mechanisms.


  • Transparency in Warranty Approval: The Warranty Management System significantly improved the transparency of the warranty approval process. Stakeholders were kept informed about crucial stages, enhancing confidence in the process.
  • Streamlined Warranty Approval: The system's automated workflows reduced the complexity of warranty approvals, resulting in a smooth and expedited process.
  • Enhanced Tracking: Stakeholders experienced ease in tracking each complaint and issue, facilitating proactive measures and efficient resolutions.
  • Customer Delight: The customer portal led to heightened customer satisfaction, as clients could directly monitor complaint statuses and gain insights into applicable warranty terms.

Conclusion: The implementation of the Warranty Management System revolutionized the client's approach to warranty approvals and complaint tracking. By harnessing innovative technology, the solution fostered transparency, efficiency, and customer-centricity. The outcome was a modernized warranty management process that exceeded expectations and elevated customer satisfaction.

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