Key takeaways from the MAPConnected Service & Warranty Lifecycle Summit

Last month, warranty leaders and industry innovators gathered in Detroit for the Service & Warranty Lifecycle Summit by MAPConnected. The MAPConnected summit is an annual event for warranty and aftercare services professionals to share best practices and optimize operations through powerful data-driven strategies.

The summit highlighted how new technologies reshape vehicle service and warranty management by providing valuable insights and industry case studies to enhance customer satisfaction, reduce costs, and improve product quality. This year’s summit also featured special presentations on electric vehicle (EV) service, operations, and after sales.

Here’s a quick look at our key takeaways from this year’s discussions.

Applying AI to drive smarter warranty decisions

During the panel, "Leveraging AI to Optimize Critical Decisions in Service and Warranty" panelists from Circuitry.ai, Mentor Systems, and Xalt discussed how AI-powered tools streamline tasks like pre-approving warranty claims, guiding technicians through repairs, and spotting potential issues early by learning from past cases. Circuitry.ai’s CEO, Ashok Kartham, noted that the biggest impact on warranty lies in improving decision-making at every level—from technicians choosing repairs and parts to managers making decisions on quality. He highlighted how AI-powered warranty management tools can enhance these decisions, making them faster and more informed through data-driven insights.

During the “Gen-AI to Enhance the Customer Experience” presentation, Stellantis demonstrated AI’s impact on warranty processes by using self-service tools that let customers handle recall tasks on their own. With features like checking recall status, updating contact info, and scheduling appointments, Stellantis has reduced call volumes and improved agent efficiency.

Similarly, Circuitry.ai’s presentation “Warranty Decision Intelligence: Warranty Aides to Augment, analyze, and Automate” provided an in-depth look at how Warranty Aides make warranty processes simpler and faster. Designed to support every step of the process, Warranty Aides can pre-approve repairs, provide step-by-step repair instructions, and identify potential issues before they escalate.

Circuitry.ai’s Warranty Aides help companies increase productivity by 35% and cut warranty costs by up to 20%. Rather than replacing entire systems, these Aides integrate seamlessly, adding intelligence where it’s needed most to automate routine tasks and speed up critical decisions.

Redefining warranty processes from the EV perspective

In his presentation “Revolutionizing Warranty Service with Technology,” Jacky Lam shared how Tesla’s direct-to-consumer model is setting a new standard for EV warranty and service management. By managing everything in-house, Tesla doesn’t rely on third-party dealer systems, which gives them direct access to vehicle data and allows them to solve issues faster.

Lam explained how Tesla uses Over-the-Air (OTA) software updates to handle many recalls—saving time and money by fixing issues remotely without requiring a trip to the service center.

Tesla has also introduced features like their mobile app, which connects customers directly to service, and a mobile repair service that fixes many issues on-site, eliminating the need for towing. Because EVs have fewer moving parts, Tesla sees fewer mechanical repairs and can instead concentrate on wear items like tires. With OTA capabilities and mobile repair options, Telsa is streamlining its warranty processes and redefining service expectations for EV owners.

Improving technical services to deliver better service 

During the “Systems Integrations” presentation, Stephen Olejniczak from International Motors showed how their guided diagnostics make repairs faster and easier for technicians. With a centralized repair template, technicians can jump straight into diagnostics from a fault code and follow clear, step-by-step instructions—all based on the latest information.

This setup keeps things consistent, so repairs meet warranty requirements and claims are approved accurately. It’s a streamlined process that boosts confidence for both technicians and dealers, knowing each repair will go smoothly and payments won’t get held up​.

International Motors also highlighted how their system pulls data from various sources—like vehicle data, repair plans, and technician training records—so that every diagnostic is thorough and up-to-date.

They also shared how automation is cutting down claim processing time, reaching a 90% autopay rate for campaign claims. This approach saves time by reducing manual claim work and shortening repair hours, which recently saved $250,000 in costs over six months on specific faults. With guided diagnostics, technical services become more reliable, efficient, and easier for everyone involved.

Discover new revenue streams through EV innovation

During the panel "Harnessing EVs and Digital Innovation to Unlock New Service Revenue Streams" panelists from Circuitry.ai, Xalt Energy, and Amber explored how connected vehicle data and digital services can generate ongoing revenue opportunities for EVs.

Circuitry.ai’s CEO, Ashok Kartham, highlighted the potential for EVs to generate new revenue streams by adopting a technology-driven approach. He likened EVs to tech products, emphasizing that connected, software-defined vehicles can offer subscription-based services such as Battery as a Service, energy storage, and even in-car entertainment. Drawing a parallel to companies like Apple, Ashok explained how EVs could leverage data and software updates to create ongoing revenue, allowing manufacturers to tap into new, customer-focused service opportunities.

Amphenol’s presentation “Thought Leadership: Greening the Road Ahead: How Do We Prepare For Obstacles” complemented this discussion by showing how advanced battery technology and energy storage capabilities fit into the picture. With EV demand growing, new services like battery swaps, subscription-based charging, and even backup power for homes are becoming real options.

Brian Engle from Amphenol shared how connected EVs could do more than drive—they could support a whole ecosystem, acting as power sources or backup energy units when needed. These insights highlight a shift toward service-focused, subscription-based models that leverage EV technology to create meaningful new revenue.

Leveraging analytics to reduce warranty costs

During the summit, we saw how analytics can make a big difference in reducing warranty costs. James Kiriazes from Bridgestone explained how reading field data accurately helps prevent costly mistakes in his presentation: “Lies, Damned Lies, and Statistics”. He introduced "exposure charts" to track product performance over time, making it easier to spot real issues versus normal wear and tear. By catching these patterns early, Bridgestone can focus its resources where they’re needed, helping keep warranty costs under control​.

Dr. Angela Johnson from GM shared how strong supplier relationships also play a role in managing warranty expenses in her presentation: “Leveraging Relationship Satisfaction to Improve Warranty Interactions”. She discussed how GM uses relationship data—like supplier performance, communication quality, and responsiveness to warranty claims—to work more effectively with suppliers. By building clear and fair partnerships, GM can streamline warranty interactions, making it easier for everyone involved.

Together, these approaches show how both data and strong partnerships can help reduce warranty costs and create smoother processes.

Changing warranty processes with AI

The Service & Warranty Lifecycle Summit highlighted the exciting ways technology is changing service and warranty management. With AI, EV innovations, and data-driven strategies now at the forefront, manufacturers and service providers can deliver faster, smarter, and more customer-focused solutions.

Circuitry.ai’s warranty decision intelligence fits right into this future by streamlining warranty decisions, reducing processing times, and enhancing claim accuracy. These aides help teams identify patterns early, reduce errors, and ensure customers receive timely, efficient service.

Missed us at the Service & Warranty Lifecycle Summit? Schedule a personalized demo today and see how Warranty Aides can transform your warranty operations.