A warranty automation project using Field Service Lightning



Sunseeker have evolved from being a brand, to a global icon, producing the finest motor yachts the world has ever seen. Every Sunseeker is the result of an uncompromising and unmatched approach to design, craftsmanship and performance.

Manufactured in Poole on the south coast of England, Sunseeker are represented on every continent by a network of distributors. Available from 40 – 155 feet, the Sunseeker range constantly set new standards. Never settling for second best, it’s this spirit of excellence that has driven Sunseeker to its pre-eminent position in the marine market today.

The challenge

Sunseeker needed to automate their warranty process to ensure the speedy resolution of claims.

Typically, boat owners may only have time to use their yachts for a few weeks of the year, so Sunseeker need to work with their dealers and parts suppliers quickly and efficiently to get the boat back on the water if any warranty issues occur.

The solution

makepositive implemented Field Service Lightning to pass claims through a workflow and approval process.

Claims are now initiated by Dealers within a Partner Community and then modified and approved by the Sunseeker warranty team. Each claim is constructed of Claim Line Items that enable visibility of all the trades and parts involved in a claim.

Within claims, parts can be selected and purchase orders raised within Salesforce and passed to SAP via DellBoomi middleware.

The results

Sunseeker can now report on any aspect of the warranty process, which is vital in improving visibility on business issues, especially parts reliability, which will inform reviews with suppliers.

Feedback from the Dealer network is that Field Service Lightning warranty automation has vastly improved the process, and Sunseeker dealers are now considering their own Salesforce platforms to improve business processes.