Customer story
Every warranty claim, decided the same way.
Ingersoll Rand runs its power tools warranty process on the Myndbend Approval Intelligence Platform. Every claim is checked against the same policy, routed to the right service center, and recorded with the reasoning behind the decision.
The challenge
A process that depended on who picked up the ticket
Each warranty claim landed with a Warranty Admin, who looked up the model's terms, decided eligibility, picked a service center, created a shipping label, and briefed the customer by hand. It worked, but it didn't scale.
Decisions made twice
Claims approved in Zendesk were reviewed again in Tavant, with data re-keyed between systems.
Policy in people and spreadsheets
Thresholds lived offline, and routing logic was buried in Zendesk triggers and macros.
Inconsistent edge cases
Non-standard claims and dealer disputes followed whoever handled them.
A scattered record
Explaining a large credit meant piecing it together from four systems.
“Our warranty team makes the same decision hundreds of times a month. Myndbend makes sure every one of those decisions follows the same policy and is documented in one system of record, without changing how our customers or agents work.”
James RipleySupport and Training Leader, Ingersoll Rand Power Tools and Lifting
The solution
Policy defined once, applied on every claim
Myndbend holds the warranty policy outside the tools that run the work. Customers use the same warranty form, and agents stay in Zendesk.
Claim submitted
A new warranty ticket in Zendesk starts the process.
Warranty terms checked
The platform reads the model and issue from the ticket, pulls coverage from Salsify, and evaluates the claim against policy.
Service center selected
Chosen by proximity and the tool types each center repairs.
Warranty Officer confirmsHuman decision
AI informs the decision. A person makes it.
Label sent, decision recorded
The shipping label and instructions go to the customer, and the tool, policy, and rationale are logged as one record.
- Model
- IQI2LT0017TQ4
- Product
- IQi 1/4" Inline Screwdriver
- Policy
- 1-Year Limited Warranty
- Source
- Salsify product record
- Eligibility
- Qualifies
- Routed to
- Nearest authorized service center for this tool type
- Decided by
- Warranty Officer · confirmed
- Shipping
- FedEx label issued · tracking on ticket
The results
Built to hold up as volume grows
Efficient
Lookups, routing, and labels run on their own. Admins focus on claims that need judgment.
Consistent
The same warranty terms and routing rules on every claim, no matter who picks it up.
Reliable
Policy no longer lives in triggers or spreadsheets. If a tool changes, the policy stays put.
Auditable
Every decision carries its policy, decision-maker, and rationale, ready when someone asks why.
What's next: Ingersoll Rand is extending the platform to the rest of the warranty lifecycle, including service center payment in Tavant, and to processes like CAPA.
See how your warranty process would run.
We set up one process and collect 60 days of data before billing starts.