From manual tracking chaos to automated excellence: See how one construction supply company transformed warranty management into a revenue-generating customer service advantage.
After achieving significant success with cross-department sales strategies, Bolyard Lumber recognized an opportunity to elevate their customer support operations.
The construction supply company decided to implement the Service component of Salesboom's CRM, focusing specifically on one of the industry's most challenging pain points: managing warranties for windows and doors from various manufacturers.
This strategic initiative represented more than just operational improvement. It demonstrated Bolyard Lumber's commitment to continuous innovation and exceptional customer care. By addressing warranty management systematically, they aimed to create a streamlined system for tracking, automated alerts, and proactive service offerings that would benefit both customers and manufacturer partners.
The timing was critical. As their customer base grew and product offerings expanded, the complexity of warranty management threatened to overwhelm traditional manual processes. Bolyard Lumber needed a solution that could scale with their growth while maintaining the personal touch that defined their customer relationships.
Window and door warranties involve numerous manufacturers, each with unique terms, coverage details, and timelines. Without an effective system, Bolyard Lumber faced mounting challenges that threatened both operational efficiency and customer satisfaction.
Keeping track of warranty details across multiple manufacturers was time-consuming and error-prone. Each manufacturer had different warranty periods, coverage terms, and claim procedures. Sales and service teams struggled to maintain accurate records, often resorting to spreadsheets and manual tracking methods that couldn't keep pace with the volume of transactions.
Expiring warranties often went unnoticed until customers called with issues, preventing the company from offering additional services proactively. These missed opportunities represented lost revenue from extended warranty sales, maintenance packages, and related services that customers would have valued. The reactive approach also positioned Bolyard as merely responsive rather than proactive and customer-centric.
Lack of proactive communication about warranties led to customer dissatisfaction and missed opportunities to build trust. Customers expected their trusted supplier to help them manage important warranty timelines, but without a systematic approach, Bolyard couldn't deliver on this expectation. When warranties expired without warning, customers felt let down and questioned whether Bolyard truly had their best interests in mind.
Managing warranty claims and coordinating with multiple manufacturers consumed significant administrative resources. Without centralized data, teams spent hours tracking down information, verifying coverage details, and processing claims. This inefficiency strained relationships with manufacturing partners and delayed resolution for customers.
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Read GuideBolyard Lumber's implementation of Salesboom's Service component addressed warranty management challenges through intelligent automation and centralized data management.
All warranty details consolidated into a single, accessible system that eliminated data silos between sales and support teams.
Automated notifications triggered three months before warranties expired, enabling proactive customer outreach.
Transform expiring warranties into opportunities for extended coverage, maintenance packages, and product upgrades.
The CRM-powered warranty management system delivered quantifiable improvements across customer satisfaction, operational efficiency, and revenue generation.
Customer satisfaction scores increased significantly due to proactive service and timely communication
New revenue streams from extended warranties, maintenance packages, and upgrade consultations
Dramatic reduction in administrative time spent tracking warranties and coordinating claims
Strengthened relationships with manufacturers through streamlined collaboration and data sharing
Organizations can replicate Bolyard Lumber's success by focusing on these critical implementation factors.
Transfer all existing warranty information from spreadsheets, filing systems, and legacy databases into the CRM. Ensure accuracy through validation checks and cross-referencing with manufacturer records.
Configure notification timelines based on warranty types, customer segments, and business priorities. Different products or customer categories may require different advance notice periods.
Invest in comprehensive training for sales and service teams on using the CRM effectively. Focus on the value proposition for team members: less administrative work, better customer relationships, and new sales opportunities.
Develop professional, helpful communication templates for warranty expiration notifications. Focus on value rather than sales pressure, positioning outreach as customer service rather than aggressive selling.
Track alert response rates, service offering conversion rates, customer satisfaction scores, and revenue generated. Use these metrics to refine communication strategies and service packages continuously.
While Bolyard Lumber operates in construction supply, CRM-powered warranty management delivers value across numerous industries where product warranties play a critical role in customer relationships.
Managing complex warranties on heating, cooling, and mechanical equipment with proactive maintenance scheduling and extended coverage offerings
Tracking vehicle warranties across multiple manufacturers, alerting customers before expiration, and offering extended protection plans
Managing warranties on diverse product lines, coordinating manufacturer service, and selling protection plans at optimal timing
Tracking warranty status on computers, devices, and systems, offering technical support packages and upgrade consultations
Managing complex warranty terms on capital equipment, coordinating service schedules, and offering extended coverage for critical assets
The principles demonstrated by Bolyard Lumber apply universally: centralize warranty data, automate alerts, and transform warranty management into competitive advantage
Bolyard Lumber's implementation represents current best practices, but warranty management technology continues evolving with emerging capabilities.
AI analyzing warranty claim patterns to predict product issues before failure, enabling truly preventive service and reducing unexpected failures.
Connected products reporting performance data automatically, triggering proactive maintenance before warranty claims become necessary.
Direct system integration with manufacturer warranty systems for instant claim validation and approval, reducing processing time.
Branded portals where customers can check warranty status, file claims, and purchase extended coverage independently at their convenience.
Organizations implementing CRM warranty management today position themselves to adopt these emerging capabilities as they mature. The foundation of centralized data and automated workflows enables continuous innovation without requiring complete system replacement.
Discover how Salesboom's CRM can help you deliver proactive warranty management that delights customers and drives revenue. Schedule a personalized demo to see how centralized tracking and automated alerts can transform your operations.
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