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Warranty and Repair Warranty and Repair ManagementManagement
For Infor XA Release 7For Infor XA Release 7
WARMWARM
Denise Luther – Sr. XA Consultant WARMS Technical ManagerCISTECH, Inc.
Rod Fortson – Sr. XA ConsultantWARMS Product ManagerCISTECH, Inc.
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Business Challenge:
It is a complicated process: warranty management, returns, and repairs impacts a large part of the organization
Manual and non-integrated processes waste staff time Lack of control, integration and visibility results in ‘non-professional’ image to customer
Islands of data reduce ability to manage the process Limited visibility of Repair and Warranty Costs
Limited interaction with QC/QA Limited Inventory visibility and control
Difficult to quote and manage non-warranty Repair Work
XA does not effectively support after-sales service
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CISTECH’s Solution:
Warranty and Repair Management (WARM) solution that is an integral part of XA
Built on existing XA capabilities Customer orders and shipments MO’s for actual repair orders COM for shipments and billing/AR Items, inventory, bills, routes
Enterprise Integrator used to create new ‘Claim’ objects to consolidate XA into an integrated claims process
Quote development tool enables billable repairs Customer claim submission and RMA status available via the web
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WARM Key Features
Claims ‘workflow’ organizes complex processAutomated electronic communications with customers, Web portal for ‘self service’Approvals are enabled at key stepsRepair estimating and quoting toolCollects key claim data for analysis
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WARM Architecture
WARM IS XAThe WARMS Database plus right into XA and the Business Objects are in your XA Integrator files.
Browser interface for ease of learning, ease of use, quick access to data, and extensive tailoringExtensive code files allow tailoring of system to your unique requirementsEnterprise Integrator and System Link enable easy maintenance and upgrades
WARM at a Glance
XA APPLICATIONS
AND DATA +
WARM
1.CUSTOMER SERVICE
•Estimate Labor and Materials
•Choose items from BOM
•Repair vs Replace decision capability
•E-mail formal quote to customer
•Quote acceptance
•Initiate Claim•Return Materials Authorization (RMA)•Warranty / non-Warranty•Return/RMA customer communication•Claim Tracking 2. RECEIVING
3. REPAIR MANAGEMENT / ENGINEERING
4. PRODUCT REPAIR AND
SHIPPING
Customer
•Create XA Customer Order•Create XA Manufacturing Order•Use core XA for manufacturing planning and reporting
•Use core XA for shipping
Web Access to initiate
and track claims
•Receive items •Move to repair inventory location
Phone
call or
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WARM comes packaged with multiple pre-defined Views, Subsets, and Workspaces.
The WARM database is “Rich” with Repair and Customer Service data.
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WARM – Leveraging XA capabilitiesWARM – Leveraging XA capabilities
Customer Service CentralCustomer Service Central
“One place to create and track
warranty and repair claims!!”
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•Visibility at the dock of scheduled receipts•Receive to repair warehouse•Visibility for customer service of receipt status
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Manage ReturnsManage Returns
Total Estimate: $376.60
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Develop repair quotes Develop repair quotes
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Generate the XA Manufacturing Order for the repair•Establish Routing Operations or use a Generic Routing•A reference to the RMA is placed in MOMAST
Create MO for RepairCreate MO for Repair
WARM DemoWARM Demo
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Welcome to Claims Manager Get started by logging in and viewing your account
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WARM Web PortalWARM Web PortalClaims ManagerClaims Manager
Customers can initiate a claim, or check claim status.Customers can initiate a claim, or check claim status.Mass claims can be imported electronicallyMass claims can be imported electronically
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WARM Web Portal – Claims ManagerWARM Web Portal – Claims Manager
Automated Data Extracts for Claim
Analysis
•Claims Approved, Rejected, Pending by Customer for any Date Range
• Claims By Finished Good Item and Replacement Components (Failure Analysis)
• Claims by Customer/Item for a Date Range
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WARM ReportingWARM Reporting
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WARM Benefits
Improves Customer ServiceIncreases Team EfficiencyData enables analysis to reduce cost of qualityEnables control of complex processBuilds on XA capabilities and architecture
Speeds implementationEasy to tailorEasy to maintain
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www.cistech.net
CISTECHCISTECHWarranty and RepairWarranty and Repair
ManagementManagement
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Questions?THANKS FOR ATTENDING