MASYC Warranty Management Solution: Control and Capability for Today’s Homebuilders

Tackling the Warranty Challenge in Homebuilding

Warranty management is one of the most critical – and often one of the most frustrating – areas for homebuilders. Once a home is sold and occupied, the builder’s brand reputation is directly tied to how effectively warranty issues are handled. Homeowners expect rapid responses, clear communication, and quality resolution of any deficiencies. At the same time, builders must balance customer satisfaction with cost control, subcontractor management, and operational efficiency.

Unfortunately, many builders struggle with fragmented systems, paper-based processes, and inconsistent reporting. This leads to delayed responses, missed warranty obligations, rising warranty costs, and dissatisfied homeowners.

The MASYC Warranty Management Solution, built on JD Edwards EnterpriseOne, transforms this reality. By combining automation, integration, mobility, and reporting into a single cohesive system, our solution helps builders manage warranties seamlessly from pre-occupancy through post-occupancy. The centerpiece of this design is the Warranty Workbench PowerForm, which is a four-quadrant hub that unifies homeowner (asset) records, service requests / cases, work orders, and purchase orders (as well as back charges) into one integrated workflow.

The Warranty Solution includes features such as:

Core Components of the Warranty Solution

Warranty Record Creation: Automated Control

The solution begins by eliminating the manual burden of creating warranty records. With automated processes, House Asset records are generated once a lot reaches sold or closed status, based on configurable criteria. These records may also trigger the automatic creation of associated Cases, such as:

• Pre-Delivery Inspections

• Quality Assurance Inspections

• 30-day and 1-year follow-ups

By automating this initialization step, warranty teams always have an accurate starting point for managing homeowner interactions, reducing administrative errors and ensuring no home “falls through the cracks”. Notably, warranty data is automatically transferred from the House Asset record to the Case record, and from the Case record to the Work Order record(s), and from the Work Order record to the Purchase Order record, and from the Purchase Order record to the Back Charge record, thus instilling data integrity throughout the workflow process.

Warranty Workbench PowerForm: Four Quadrants of Control

The Warranty Workbench is the nerve center of the solution. It consolidates multiple applications into a single PowerForm, divided into four functional quadrants, where the data flows seamlessly from one quadrant to the next, as follows:

1. House Assets

   Maintain homeowner and property records, including co-buyers and occupants.

2. Cases (aka Service Requests)

   Log homeowner emergencies, issues or inquiries, schedule follow-ups, and manage inspections.

3. Work Orders

   Assign and track repairs, whether performed by in-house reps or subcontractors.

4. Purchase Orders & Back charges

   Manage subcontractor payments and back charges for accountability.

This unified approach allows warranty managers and staff to work from one screen, reducing complexity and saving time. Row exits from the House Asset quadrant also provide direct access to lot job specific purchasing and sales configuration data, ensuring warranty staff have full visibility into the original lot and option details.

Pre-Occupancy and Post-Occupancy Coverage

Unlike limited warranty systems that focus only on post-close issues, the MASYC Warranty Solution applies equally to pre-occupancy and post-occupancy phases:

• Pre-Occupancy

  Handle inspections and touchpoints such as Pre-Delivery without the buyer and Quality Assurance walk-throughs with the buyer before moving in.

• Post-Occupancy

  Manage homeowner-reported issues, follow-up inspections, and long-term warranty obligations.

This dual coverage enables warranty departments to include a customer care line of business, thus ensuring a consistent, professional experience for buyers at every stage, strengthening customer trust and builder reputation.

Integration with JDE Purchasing and Sales Data

Warranty staff often need to understand the history of installed options, selected finishes, and trade partners responsible for the work. To address this, the solution provides direct integration with:

• Purchasing data via the Lot Start Workfile, giving visibility into subcontractors, trade codes, and original commitments.

• Sales data via the Configuration Summary, which displays the specific options and color schemes selected by the homeowner.

This integration eliminates the back-and-forth between departments, enabling warranty managers, representatives and technicians to answer homeowner questions and assign work with confidence.

Managing the Full Warranty Lifecycle

Homeowner & House Asset Management:

Every warranty process is tied back to the House Asset record, which serves as the anchor for Cases, Work Orders, and Purchase Orders. These records are automatically populated with critical details such as division, plan, and lot information. Default category codes and service reps are also assigned, creating consistency across all subsequent warranty activities

Case (Service Request) Management:

When an issue arises, warranty teams log a Case. Each Case may include multiple issues and links directly to the homeowner’s record. The system automatically populates fields such as contact info, Case reason, priority, and warranty assignment. Cases can be closed with a simple status change, and printable Service Request forms can be generated directly from the Workbench for communication with reps and subcontractors.

Work Order Management:

Work Orders are created to resolve issues identified in Cases. Each Work Order includes details such as trade code, subcontractor, issue descriptions, causation codes, and cost estimates. Work Orders can be scheduled, printed, and emailed directly from the Workbench. Notes, attachments, and category codes ensure thorough documentation for both subcontractors and internal staff.

Purchase Order Management:

When subcontractors must be compensated, Purchase Orders are automatically generated and tied to Work Orders and House Assets as well as the lot job (as subledger). For accountability, the system also supports back charges, ensuring chargebacks are properly assigned to responsible trade partners thus reducing future payables. This closed-loop approach aligns service delivery with financial control.

Warranty Quick Entry App – Management on to go

One of the most powerful differentiators of the MASYC Warranty Solution is the Quick Entry application. Purpose-built for mobility, Quick Entry allows warranty reps, technicians, and managers to:

• Use a tablet or iPad to walk properties with or without the homebuyer.

• Quickly locate lots by address, legal lot, or community information.

• Access existing Cases or create new ones instantly.

• View room-by-room options and preferences from the Configuration Summary.

• Log issues and deficiencies by room, trade, and causation code.

• Generate punch-lists in PDF format for immediate review and action.

By bringing the EnterpriseOne system out into the field, Quick Entry ensures issues are documented accurately, communication is clear, and follow-up work orders are created in real time. This not only improves efficiency but also enhances the customer experience during one of the most visible phases of the builder-buyer relationship.

Category Codes: Driving Insight Through Data

Every House Asset, Service Request (Case), and Work Order in the system is tied to category codes that capture essential context, including the following:

• On House Assets and resulting Service Requests (Cases) and Work Orders:

  • Warranty Year

  • Legal Status (e.g. under litigation)

  • Owner Status (e.g. original, tenant)

• On resulting Work Orders:

  • Issue / Problem

  • Location (room/zone/area specific)

  • Trade (needed to fix/repair issue)

  • Causation Code (e.g. workmanship)

  • Causation Trade Code (at fault of issue)

  • Billable or Under Warranty

  • Back Charge Applicable

Because these are user-defined codes, they can be customized to reflect each builder’s unique needs. The result is powerful reporting and trend analysis that provides actionable insights into causation patterns, warranty costs, and trade accountability. These reports help builders identify recurring issues, manage subcontractor performance, budget for reserves, and strengthen long-term warranty strategies.

Solution Benefits and Differentiators

Builder Benefits:

• Efficiency: Automates record creation, data integrity, and consolidates workflows.

• Transparency: Provides a single source of truth for all warranty activities.

• Mobility: Empowers reps and techs to log issues and generate work orders in the field.

• Cost Control: Links service request (cases) to subcontractor payments and back charges.

• Customer Satisfaction: Improves communication and responsiveness, strengthening builder reputation.

MASYC Differentiators:

• Workbench PowerForm Design: Four quadrants unify warranty management into one central hub.

• Pre- and Post-Occupancy Coverage: Supports inspections, buyer walkthroughs, follow-ups, and homeowner-initiated issues.

• Purchasing & Sales Integration: Provides quick access / visibility into purchase history for lots, subcontractors, trade codes, and homeowner option selections.

• Quick Entry Mobile App: Tablet-friendly design streamlines field operations and empowers techs with the easy creation of warranty records while improving accuracy.

• Comprehensive Reporting: User defined category-code-driven insights power trend analysis, budgeting, and decision-making.

Raising the Bar for Warranty Management with the MASYC solution

Warranty operations are no longer just a back-office function, they are a direct reflection of a builder’s commitment to quality and service. With the MASYC Warranty Management Solution, builders can transform warranty from a reactive obligation into a proactive strength.

By leveraging automation, integration, mobility, and analytics, this solution equips builders to manage warranties with confidence, efficiency, and professionalism. Whether addressing pre-occupancy inspections or post-occupancy service requests, the MASYC approach helps ensure that every homeowner interaction strengthens the builder’s reputation and bottom line.

Ready to see a demo of the Warranty Solution in action? Contact us today.