Case Study: Sub‑Zero achieves 50% fewer service incidents and lower warranty costs with SAS® Field Quality Analytics

Sub-Zero halves warranty claims by employing analytics

Sub‑Zero Group, Inc. and sister brand Wolf are American makers of luxury refrigeration and cooking appliances that build products to last for decades. The company struggled with slow, manual analysis of warranty and service data—relying on staff who “bucketized” failures—making it difficult to detect emerging issues quickly and control rising warranty costs.

By implementing SAS Field Quality Analytics to combine technician notes, warranty claims, call‑center records and product data, Sub‑Zero gained near‑real‑time visibility into failure modes, shaved 4–5 months off problem discovery, and began proactively contacting customers and fixing issues earlier. The analytics-driven approach helped halve service incident rates over five years, substantially lower warranty costs, reduce installation‑related calls through targeted incentives, and give product teams and executives actionable insights while paving the way for future IoT‑enabled monitoring.

Sub Zero

Bob Schroeder

Vice President of Quality, Reliability and Customer Service