MAHLE Counts on TecCom Returns

The result: uniform processes, significant savings, greater transparency, and improved customer satisfaction. This success story shows how MAHLE, together with TecAlliance, has established a future-oriented global solution—and will derive added value from it both today and in the future.

MAHLE is one of the world’s leading technology partners and suppliers to the automotive industry. With a broad product portfolio ranging from engine components to thermal management solutions, the company not only delivers OEM parts but also serves the entire global aftermarket. MAHLE employs around 68,000 people worldwide at 135 production locations and 11 tech centres—a true global player that has met the challenge of establishing uniform processes worldwide.

MAHLE is a founding member and shareholder of TecAlliance. For 25 years, the company has taken advantage of the TecCom B2B platform for digital order processing from availability inquiries through to invoicing. In recent years, the parts manufacturer has consistently expanded its digital infrastructure in the automotive aftermarket to leverage efficiency potential, reduce costs, and offer customers an optimal service experience. An important issue in this context has been the international standardisation and optimisation of returns processes. Based on many years of positive experience with TecCom Order, MAHLE decided in favour of TecCom Returns.

The Challenge: Four Systems, Four Worlds
 
Before TecCom Returns was implemented, claims management at MAHLE was not standardised. There was a functioning solution in Europe that was limited to that region. Brazil had its own system that was also not globally scalable. Other regions worked partly without digital support—in some cases using Excel lists.

 The claims processes brought high administration costs, numerous individual adjustments, data incompatibility, and immense IT maintenance requirements. This was a significant problem, especially in view of the company-wide switch to SAP S/4HANA.

“We had four different systems and four different IT teams. With an SAP conversion, that meant four integrations, four maintenance programs, and four support systems. In short: four times the effort,” recalls Joshua Oestreicher, responsible for TecCom Returns as global digitisation specialist at MAHLE.

Communication between locations was also challenging, as processes were defined differently. In addition, it was nearly impossible to generate consolidated data on return rates or analyse weaknesses in the product portfolio. Global transparency and scalability were not at all possible.

The Solution: A Global Standard

In 2022, the company began introducing TecCom Returns as the global aftermarket standard for processing claims. The solution is now being used in all relevant regions, with Europe already having completed the transition. The rollout in North and South America is in full swing, with more factories following suit.

A decisive advantage is evident in those factories that have already migrated to the latest SAP S/4HANA standard: here, a single integration into TecCom Returns is now sufficient. New locations or factories can be connected relatively easily via SAP customisation, saving time, resources, and costs.

TecCom Returns also scores highly with users: the new process is standardised, intuitive, and fast. Customers can create claims directly from TecCom Order with just a few clicks, without system breaks or additional logins.

This not only makes everyday life easier for customers but also facilitates internal collaboration. Return requests can be assigned to the responsible person with a single click, and feedback is provided centrally via the platform. Internal communication is more efficient, transparent, and traceable.

The Results: Transparency, Scalability and Real Savings
 
The switch to TecCom Returns has not only enabled MAHLE to make technological improvements, it also makes good business sense. 

“With TecCom Returns, we have created a global standard that streamlines processes, simplifies support, and reduces the burden on our IT department. Thanks to the globally available data, we can identify materials that are more frequently affected and make targeted product adjustments. The system is fast, standardised, and customer-friendly—exactly as it should be", said Joshua Oestreicher, Specialist Digitisation Automotive Aftermarket at MAHLE
 
Thanks to the consolidation of the IT landscape, a central team now only has to maintain a single system. There is no longer any need to maintain four parallel solutions, carry out different sets of updates, and coordinate multiple service providers. Administration costs have fallen significantly, internal resources are being used more efficiently, and fewer interfaces mean fewer disruptions.

TecCom’s flexible licensing model also contributes to cost-effectiveness. MAHLE started with small packages in Asia and gradually expanded to a global license. This makes claim processing predictable for MAHLE: one-time annual fees, unlimited number of claims, no hidden costs. Use of the system remains free of charge for the customers.

Global standardisation has opened up new data analysis opportunities for MAHLE. The interface and a central dashboard allow return rates to be compared worldwide; problem products and conspicuous customers can be identified. Returns can be avoided or reduced in a targeted manner through better information or product adjustments—a clear added value for quality management.

Look to the Future: Expansion, Integration, Analysis

Even though MAHLE has already achieved a great deal with TecCom Returns, the journey is not yet over. Pilot customers are currently being connected in North America. TecCom Order is already in use there—now TecCom Returns is following. The aim is to fully establish the platform in the market to offer customers the same convenient process used by those in Europe and South America.

Another goal is to ensure complete process coverage. Not all types of returns are yet handled via TecCom Returns, for example, inventory clearances. MAHLE is working with TecCom on solutions to digitally map such processes in the future.

In addition, the focus is shifting strongly toward analytics: analysing returns, identifying causes, deriving measures. Not only reacting but also taking preventive action. This is because every avoided return reduces costs, improves quality, and increases customer satisfaction.

Conclusion: Globally standardised. Simply efficient.
 
The introduction of TecCom Returns at MAHLE is an example of a successful digital transformation in the aftermarket. Individual regional solutions have been consolidated into a global standard—technically mature, economically viable, and well thought out in terms of processes.

A central system, consolidated data, more satisfied customers, and a transparent cost structure are the results of a consistently implemented rollout, supported by internal conviction and a close partnership with TecCom.

MAHLE also benefits from TecCom’s constantly growing ecosystem. New functions, regular updates, and innovative ideas are continuously being incorporated. By actively participating in the development process, MAHLE is not only strengthening the platform but also its own market position.

Do you want to optimise your return management? Learn more about TecCom Returns.