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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

e-mail

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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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