The warranty was in the box. Registering it took a phone call.

Two in five post-sale conversations were about admin

Roughly 40% of post-sale interactions were warranty-related. Not warranty problems, warranty paperwork. Customers rang the support desk to register a product they had already bought, and rang it again to start a claim on a product that was already covered.

Both ends of that were manual. Registration meant a support agent collecting product and warranty details by hand. A claim meant the same agent gathering the same information again, then walking it through validation steps that added days to a resolution nobody was disputing.

The effect compounded in both directions:

• Customers had to find the warranty before they could use it, and many simply did not register at all.
• Support capacity went to transcription, not to the claims that actually needed a person to judge them.
• Claim resolution stretched, because every step waited on someone keying in what the customer had already told them.

The information was already on the product

Nothing about a registration needs a human in the middle. The product knows what it is, the customer knows who they are, and the warranty terms are fixed at the point of sale. The only reason a call was involved is that there was no other way in.

So the way in became the product itself. A QR code on the item opens the warranty experience directly: no search, no hunting for a serial number on a document that has been thrown away, no support queue. Scan, register, and later claim, from the same entry point.

Self-service at the front, Salesforce workflows behind it

Experience Cloud carries the customer-facing journey (registration and claim submission) while Service Cloud runs the claim and service management underneath, so a digitally submitted claim lands in the same workflow the agents already worked in rather than a parallel one. Product and manufacturing processes sit in Manufacturing Cloud, and QR Code APIs tie the physical item to its digital record.

Custom Flow, Apex and Lightning Web Component work carries the business logic that is specific to how these warranties are validated: the part that could not be configured off the shelf and should not have been left to an agent's judgement either.

The result read differently at each end. Customers got a registration journey simple enough that registrations rose 22% inside 60 days. Support got 80% fewer warranty tickets, and claims moved 3.5× faster with 40% less resolution time. The desk now spends its time on the claims that need human intervention, which was always what it was for.