Master Group Cuts Warranty Payment Times from 90 Days to 24 Hours

Overview

Master Group, Canada’s largest independent HVAC distributor, transformed its warranty operations by adopting Syncron Warranty Management. The digital solution replaced complex paper-based workflows, slashed reimbursement times from 90 days to less than 24 hours and eliminated a backlog of more than 2,000 claims.

Challenge

Contractors relied on manual paper forms that were physically dropped at branches, resulting in:

• Months-long delays in payment
• A backlog of 2,000+ claims
• Significant administrative workload
• Limited visibility into claims and financial liability

This process strained relationships with contractors and hindered Master Group’s ability to scale efficiently.

Solution

Master Group implemented Syncron Warranty Management to modernize the full warranty cycle. The intuitive, mobile‑friendly platform automates claim validation, tracking, part returns, and supplier cost recovery—all integrated with existing ERP systems.

“With Syncron Warranty Management, we have cut average time to payment to less than 24 hours and cut the claims backlog to fewer than ten. And we’re only just starting.” — Dave Englehutt, Vice President of Purchasing & Procurement

Results

Launching with two HVAC brands, Master Group quickly saw measurable impact:

• Payments timelines reduced from up to 90 days to 24 hours
• Backlog dropped from 2,000+ claims to fewer than 10
• Manual paperwork nearly eliminated, saving time across branches and HQ
• Contractor experience improved, saving time across branches and HQ

Data-driven Insights

With Syncron capturing warranty data automatically, Master Group can now:

• Identify products or components with high claim rates
• Detect single-part failures
• Collaborate with vendors to improve product quality
• Forecast trends for better planning and inventory decisions

Looking Ahead

As Master Group expands Syncron Warranty Management across additional vendor partners, automation will continue to:

• Enhance collaboration across warranty, procurement, finance, and customer‑facing teams
• Reduce manual tasks
• Support better service outcomes for contractors
  

“The efforts we dedicated are producing great KPIs, and Syncron is proving to be a game‑changer as we grow.” .” — Dave Englehutt, Vice President of Purchasing & Procurement