Industry: Consumer Goods and Manufacturing
Overview
To have a 360 view of the products that are sold. To track the warranty registration, claims and repair processes in a single system. The current system does not provide registration or reports for warranty claims and resolutions, doesn't provide enough information to process returns, and does not track the location of the product unit individually in the warehouse.
Challenges
- Change Management and training is crucial
Outcome
- Visibility to all the warranties in the system and associated with each individual product unit.
- Further reporting and accurate tracking of start and end dates of the warranties – there by saving $’s on any expired warranties.
- Increase customer satisfaction on immediate response when the customer calls for warranty validity.
- Shortened response times lead to immediate savings for the customer support call center.
- Visibility in the repair process of the product units.