LAS VEGAS – Organizers of Warranty Chain Management Conference (WCM) announced today that Bob Roberts, a customer solutions leader with Thermo King will present " The Learning machine: Transforming Customer Experience Using Data, Warranty, and Service Contracts" at the 2021 event. WCM 2021 will take place Aug. 29 – Sept. 1 at the Bellagio Las Vegas.

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Service excellence in a manufacturing and aftermarket industry dictates decisions be made using near-real-time information. To provide a rich and seamless experience to their customers, manufacturers need to improve data visibility, the backbone for delivering cutting-edge services. 

Connected product and equipment data coupled with AI and ML technologies can enable organizations to make real-time decisions based on accurate in-service data down to the component and asset level. The opportunity is to tie the warranty and service data with product design, engineering, finance, audit, service offerings, and other manufacturing processes to ensure teams can make data-driven decisions in real-time.

As Customer Solutions Leader with Thermo King, Bob has responsibilities over Warranty, Technical Service, Publications, Customer Service and Vendor Recovery. He has worked at Trane Technologies for 21+ years, most recently 9+ years with Thermo King and before that 11 Years with Trane Commercial. As leader of Customer Solutions, Bob leads the strategic direction of Warranty, Technical Service, Publications, Customer Service and Vendor Recovery at Thermo King.  Alongside the Warranty team, Bob has led the integration of the fraudulent claims detection module into the warranty management system at Thermo King.  

By fully integrating the claim detection module into our warranty management system and claims processing standard work Thermo King has seen a significant reduction in suspect activity and subsequent reduction in overall warranty spend.  Thermo King has also fully integrated the claim analytic module in our dealer audit selection and claim review process.  This has led to a more focused review of claims during dealer audits.  More than anything, the claim detection module has allowed us to better understand our dealer claim filing patterns and trends which has led to us writing more effective system rules to prevent suspect activity before it occurs which has created a more robust warranty management system for our organization.

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To inquire about sponsorship and exhibition opportunities, contact David Gesualdo via email or call 727-947-4027. 

WCM will adhere to all local and state guidelines surrounding the ongoing COVID-19 pandemic.