Consumer Channel Management – eWarranty Registration, Support, After-Sales
Overview
A leading distributor of a Multinational Agri Brand producing high-quality farm equipment sought a way to streamline its post-sales engagement and prevent counterfeiting in rural and semi-urban markets. As the brand expanded across India via dealers and distributors, managing warranty claims, validating product authenticity and building direct farmer relationships became challenging.
Challenges
- Lack of direct consumer data – Products were sold through dealers, leaving the brand disconnected from the actual end-user (farmer)
- Manual warranty claims – Farmers had to rely on paper bills and dealer support for any claims, often leading to delayed or denied service
- Product counterfeiting – Duplicate packaging and cloned serial numbers in the market affected the brand’s reputation and farmer trust
- Dealer/distributor accountability – It was difficult to trace which partner sold which batch, especially when issues arose post sales in the field
- No feedback or recall pathways – The company lacked a structured mechanism for capturing farmer feedback or issuing batch-specific alerts or recalls.
Solution
By deploying Scalion’s consumer channel management platform, the brand transformed its post-sale ecosystem,
- E-warranty registration via QR scan – Each pack carried a non-clonable QR code. Farmers could scan using any smartphone to instantly register the product for warranty and support without any need for paperwork
- Automated product serialization – Every SKU was tagged with a unique ID, traceable across multiple stages such as manufacturing, warehousing, dealer and end-user
- Consumer engagement layer – Upon QR scan, farmers received product usage guides in regional languages, service info
- Dealer and batch mapping – Sales were auto-linked to the distributor/dealer and geo-location, enabling precise accountability in the event of issues or misuse
Outcome
Scalion helped the agri brand digitally link each product to the farmer who used it, improving service response, product safety and brand reliability.
- Warranty registrations rose by 4x within 6 months
- Farmers could now confidently verify authenticity at purchase
- Service teams reduced claim verification time by over 60%
- The brand built a direct communication channel on the field, enabling recalls, education, and up-sell opportunities
It also curbed counterfeit products in sensitive markets, safeguarding farmer livelihoods and brand trust.
Conclusion
By integrating Scalion’s smart warranty and consumer channel tools, the agri-inputs brand evolved into a farmer-centric, digitally transparent business. It ensured traceable product lifecycle management, empowered farmers with self-service tools and protected brand value across the supply chain setting a new standard in agri-manufacturing excellence.
Get Scalion Today!
Secure your products and manage your consumer channel effectively with Scalion