Sales, warranty and claims, one platform.
How PWSC unified sales, warranty administration and claims into a single Dynamics 365 CRM with self-serve portals for homeowners and builders.
About the client
Professional Warranty Services Corporation is a leader in home and structural warranty insurance in the United States, serving builders and homeowners across the country. As the business grew, its sales and claims teams were carrying the weight of disconnected systems and manual processes.
Three systems, one customer, and no room for new products
Sales, warranty administration and claims each lived in separate systems, so serving one customer meant working in three places. The architecture had no flexibility to add products, homeowners and builders had no way to help themselves, and claims followed manual, undefined paths that made service levels impossible to promise.
A CRM designed for the products you have not launched yet
Alphavima centralised the entire customer lifecycle on Microsoft Dynamics 365 with a flexible, data-driven architecture: products, coverages and processes are configuration, not code, which is what reduced time-to-market for new insurance products.
Self-serve portals give homeowners and builders direct access to enrolments, documents and claims, cutting routine support load. Claims now follow structured workflows with SLA tracking at every step, so promises about service levels became measurable commitments.
From three systems to one lifecycle
Discovery & architecture
Products, processes and data modelled for flexibility first.
Core CRM
Sales, warranty and claims unified on Dynamics 365.
Claims & SLAs
Structured claims paths with SLA tracking live.
Portal launch
Homeowner and builder portals reduce support load.
What changed
- Multiple systems for sales and claims
- No flexibility to add new products
- No self-service portal for builders/homeowners
- Manual and undefined claims processing
- Centralised Dynamics 365 CRM
- Flexible, data-driven architecture
- Self-serve portals for reduced support load
- Structured claims workflows with SLA tracking
“Alphavima didn’t just deliver solutions, they became our trusted partner, asking the right questions, offering actionable insights, and managing our project flawlessly.”
Questions about projects like this
Why Dynamics 365 for warranty and claims?
Because the lifecycle is a relationship, not a transaction. D365 models customers, policies, claims and interactions in one place, with workflow and SLA tooling built in.
How do portals change the support picture?
Enrolments, document access and claim status, the bulk of routine contact, move to self-service, freeing the team for the cases that need judgement.
Can the platform absorb acquisitions?
Yes. The data-driven product architecture means acquired books of business map into configuration rather than forcing new systems.
What does a similar project involve?
A structured discovery, a phased build starting with the core lifecycle, then workflows and portals. We fix the phase-one price before you commit.