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Telesat offers MediaMagic and Ford a picture-perfect warranty solution

MediaMagic Corp. of Belford, N.J., recently chose Telesat to install and maintain a new rapid-response warranty claims system at Ford Motor Co. dealerships in the United States, Canada, and Puerto Rico.
Developed jointly by MediaMagic and Ford, this satellite-based digital imaging system allows Ford to evaluate and process warranty claims in as little as fifteen minutes.

Processing warranty claims this promptly offers two main benefits. First, customers learn right away whether the warranty covers their claims. And second, if Ford sees a bumper-to-bumper stream of similar warranty claims, the quality-control team at the assembly plant will investigate the trouble. This could save Ford millions of dollars in warranty claims or recalls.

Say cheese!

The digital imaging system works like this: using digital cameras, Ford dealership technicians scan vehicle identification numbers with bar-code readers in the cameras and take pictures of the vehicle problems. The technicians then park the cameras in docking stations and transmit the photographs by satellite to Dearborn, Michigan, where Ford’s warranty-evaluation specialists review claims as they arrive.

The reviewers also send the photos to a quality-control database, which Ford uses to spot recurring problems. If a problem lies with a part, Ford can send the photo to the supplier to help them fix the part. Ford also sends the photos to manufacturing-quality teams at its vehicle assembly plants to assist them in identifying and solving problems.

Telesat reduces dealership workload

Ford’s warranty-processing system relies on two parts: the MediaMagic digital imaging technology and the satellite transmission network. Until now, Telesat installed and maintained the satellite system, which Ford also uses for data communications, and another company installed the digital imaging equipment—a process that required dealers to coordinate two appointments with two different organizations. Bill Rowse, president of MediaMagic, saw an opportunity to simplify life for Ford dealers.

“By having Telesat install and maintain both the digital imaging technology and the satellite system, we reduce dealer administration,” says Mr. Rowse. “The dealers’ job is to sell and service automobiles. We want to make this job as easy and painless as possible, and if we can install both systems in one visit, obviously there’s more efficiency all around. It’s less work for the dealers, and everyone is better served.”

Dave Park, Ford Customer Service Division, with Ford helps manage the company’s quality-reporting system. He supports MediaMagic’s decision to hand installation duties exclusively to Telesat. “I knew that other Ford people have done business with Telesat,” says Mr. Park, “and they tell me that things have worked well. Besides, I trust MediaMagic to assemble the best support team.”

Bill Rowse says that MediaMagic selected Telesat based on positive comments from Ford engineers about Telesat’s performance installing and maintaining the auto company’s satellite network. But perhaps more important, Mr. Rowse relied on his experience dealing first-hand with Telesat.

“I’ve been working with Telesat on and off since 1974,” he says. “I like their organization, and I’m very happy to have them on board. They’re professional, and they offer a major benefit to our customer—a single site visit.”

Looking forward

The MediaMagic digital imaging system is now running in some 280 Ford sites in the United States, and Telesat recently installed the first systems in Canada and Puerto Rico. MediaMagic and Ford are not only offering the service to other Ford dealers but also marketing it other automobile companies.

“Telesat installs and maintains satellite networks for a number of automobile manufacturers,” says Mr. Brian Bolton, account executive with Telesat. “Together, MediaMagic, Ford, and Telesat can now offer these companies a turnkey rapid-response warranty-claim system under a co-marketing arrangement.”

Some Ford dealerships have installed two and even three digital imaging systems to keep up with demand. With this kind of response, chances are that automotive technicians throughout North America and beyond will soon be as handy with digital cameras as they are with air impact wrenches, piston ring installers, and cooling system pressure testers.

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-- Dave Park, Ford Customer Service Division