Originating in 1904 as the Thompson Brothers Boat Manufacturing Company, Cruisers Yachts is a brand of pleasure boats owned today by KCS International. The company builds boats ranging from 30 feet – 58 feet, and is headquartered in Oconto, Wisconsin.

Problem areas Cruisers Yachts brought to the Boat Track team

Tracking warranty claims: Customer did not have a systematic way to track warranty claims with both direct sales and dealer sales. Both the manufacturer and the dealer community were frustrated with inefficiencies and inaccuracies with their claim filing and the turnaround time to resolve claims. There was no standardized process and accessing any reliable history of claims was difficult at best.

Reporting for quality control and risk management: This is a common problem that is encountered with many customers. The customer had no reliable and consistent method of tracking and identifying common workmanship or parts problems. They intuitively knew some of the problem areas but lacked the hard data that would help direct them to corrective actions. Risk management concerns existed because sourcing for parts and kits were not easily identifiable for a hull ID if multiple suppliers were used.

Solution

Boat Track Service Pointe and Dealer Central application.

We were able to provide both standardization and flexibility to track all warranty claims, as well as systematically control the claims process by loading the manufacturer’s guidelines and limits. The customer now has everything they need to know about their warranty claims in one place and is easily accessible and reportable. For each hull ID the entire service history, owner information, options and part and engine serial numbers are captured and viewable. Dealers are now able to submit their claims directly to Cruisers with great accuracy and efficiency. Cruisers report that having the ability to look up all the work done on one hull is invaluable.

Risk management is significantly enhanced with the ability to identify vendor sourcing for major components on each boat. The extensive data that is captured allows trend reporting to identify problems with specific components, parts or vendors.