Customer Dissatisfaction and Churn from Slow, Confusing Warranty Repairs

$50,000–$100,000 annually from 2–3 lost vehicle sales and dozens of lost service visits per dealership • $50,000–$100,000 annually from lost service revenue and potential lease penalties • Lost customer lifetime value from churn when warranty experiences are slow and opaque (even 2–3 lost vehicle sales plus dozens of lost service visits can exceed $50,000–$100,000 per store per year), compounded by additional labor cost from increasingly manual processing where warranty handling consumes roughly 15% of warranty gross profit and processing time per claim has risen ~30–47%, with more staff pulled into claims work and away from selling and customer care, easily adding tens of thousands of dollars in hidden expense annually.

DMV Liaison Specialists manually chase status and approvals by calling service advisors, emailing back and forth with OEM warranty reps and parts departments, maintaining personal Excel trackers of which units are down and which claims are pending, and keeping ad-hoc notes or whiteboards to know which vehicles cannot yet be released or resold due to unclear warranty and DMV status. • Manual logging in Excel and WhatsApp coordination with lessors • Manual triage via email, spreadsheets, and phone calls for status updates