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HP Warranty and Claims Management for Mfg

HP Warranty and Claims Management for Mfg



Improve consumer satisfaction and product quality while lowering overall operating costs with the HP

Improve consumer satisfaction and product quality while lowering overall operating costs with the HP
warranty and claims management solution.



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    HP Warranty and Claims Management for Mfg HP Warranty and Claims Management for Mfg Document Transcript

    • streamline warranty operations and increase customer satisfaction. HP Warranty and Claims Management for Manufacturing Improve consumer satisfaction and product quality while lowering overall operating costs with the HP warranty and claims management solution.Solution overview
    • The majority of manufacturing companies outsource Gain immediate efficienciestheir service processes to field service providers,repair depots, and resellers that provide in-house Our HP Warranty and Claims Management forservices. These companies represent your brand to Manufacturing solution comprises EclaimTM andyour customers and directly impact product quality Dynamics CRM. It applies structure and disciplineand consumer satisfaction. to a segment of business that is often neglected by manufacturing companies—claims processing forIn this scenario, you lose control, visibility, and data products in and out of warranty. Using our solution,accuracy. To regain control and access to accurate you see immediate efficiencies gained in businessinformation, you need to extend customer relationship operations, including reduced:management (CRM) and enterprise resource planning • Number of claims paid—stop malpractice(ERP) systems to the hundreds, or even thousands ofusers who are not employees of your company. • Average value of claims paid • Operations head count across regionsDrive desired behavior • Contingency inventory with improvedYou need a solution that ensures superior customer inventory visibilityservice without driving up operating costs. HP • IT costs across regions by eliminating redundantWarranty and Claims Management for Manufacturing systems and IT support staffchanges the focus from user licenses to transactions, Manufacturers also gain a highly accurate and timelysuch as claims and return material authorizations database of information, resulting from business rules,(RMA) fulfillment. It’s designed to drive desired workflow, and integration capabilities on a global scale.behavior from your outsourced service providers and This timely and reliable data—collected from theresellers and empowers your central operations to field—improves early recognition of product qualitycontrol workflows and rules on a global, region, and problems, improved product quality control of repairs,market unit level. and greatly improved RMA status updates to consumers. All of these benefits tie directly to improved customer and consumer satisfaction as measured by processes such as Net Promoter Scores.
    • HP Warranty and Claims Management for Training sessions and careful communications byManufacturing addresses the issues you face today: HP prepare your service channel for the upcoming• Malpractice or lackadaisical practices by service change. To ensure a seamless rollout, we perform partners drives up costs, impacting your costs in user testing at key sites, followed by pilots in specific warranty reserves and operations. regions and countries.• Multiple, redundant systems and processes across Service providers using HP Warranty and Claims regions and market units create serious product Management for Manufacturing are set up to follow planning and development challenges for you, your standards on everything from claims approvals to lengthening the time to market. parts orders and reimbursements.• Costly ERP, CRM, and custom systems that cannot be easily shared often result in limited, and many times All the features you need unreliable, data being collected from service partners. HP Warranty and Claims Management for• Agents and analysts making decisions based on Manufacturing provides many features, including: inaccurate and out-of-date data from the field • Case management have a negative impact on your ability to improve • Marketing for extended warranties product quality during research and development, manufacturing, and repair processes. • Warranty registration capability• Lack of visibility into when and where a consumer • Warranty entitlement—online, batch, and web services purchased your product and previous service problems • Repair data collection significantly hurt the contact center agent’s ability to • Warranty claims processing—online and batch provide insightful, 360-degree service. • Payments processing to service providers • Global warranty business rules engine forConfigured to fit your needs automated processing and workflow of claimsAfter configuring our warranty and claims management • Standard, custom, and ad hoc reporting forsolution to fit your business, we integrate it with your financial, quality, fraud, and performance metricsback-end legacy environments. This includes ERP,product data management, and accounting systems. • Profile system—integrated with ERP—for managing service provider’s rights and certificationsImplementation and support are provided as a • Swap stock trackingSoftware-as-a-Service solution running on an HPglobal cloud with the ability to support unique security, • RMA managementintegration, and customization requirements.Figure 1HP Warranty and Claims Management for Manufacturing Closed-loop customer service value chain Technical services Return & recycling Customer Claims process & repair management Parts order interaction fulfillment Financial transaction Part & inventory Early warning planning Closed-loop Business performance analytics interaction management HP • Service Partner HP Partners • Design/Engineering • Manufacturing
    • Solve problems quickly and accurately Delivering the expertise you need HP Warranty and Claims Management for Manufacturing Our unique combination of technical skills and industry provides reliable and timely data from thousands of knowledge provides the tools and know-how to enable service partners around the world. This immediate your success. access to needed information enables you to solve • CRM—With over 30,000 customers and 2 million product quality problems and resolve customer and users, Microsoft Dynamics® CRM has been rated end-consumer issues quickly and accurately. as a leading enterprise CRM application in industry We provide advanced workflows and business rules analyst reports, including the latest ForresterWaveTM1 to proactively enforce desired behaviors from service and Gartner Magic Quadrant2. HP has more than partners on a global, region, and market unit level. 250 certified Dynamics CRM consultants. When Specific benefits include: combined with our Gold CRM competency and more than 16,000 Microsoft certified professionals • Improved product quality and service for high and 2,500 .NET developers around the world, consumer satisfaction HP stands out as the leading partner to ensure • Increased cash on hand from lower warranty reserves, successful implementation and integration projects. less inventory, and reduced operating costs HP delivers manufacturing, warranty, and claims • Improved speed to market with centralized operations, expertise you need: global systems, and harmonized processes • HP has more than 45 years of innovation in data • Increased revenue through direct marketing and processing, outsourcing, and systems integration fields. ability to sell and manage extended warranties • We have 20-plus years of warranty administration • Reduced warranty spend of 20% within the first year experience. of rollout; potential reductions of 30 to 40% from additional rules and workflows • We have more than 15 years of experience providing warranty and claims management services to some of the world’s leading companies. • HP delivers 7/24/365 global support to more than 30,000 dealers in 125 countries on 6 continents. • We manage approximately 10 million claim transactions annually on the web, which represent more than $1 billion in warranty spending. • HP, one of the world’s largest manufacturing companies, taps into its internal strengths, bringing additional warranty and claims management best practices to clients. 1  ource: Magic Quadrant for CRM Customer Service Management Center, S Michael Maoz, Gartner Research, April 15, 2011 2  ource: The Forrester Wave™: CRM Suites for Large Organizations, S Q2 2010, June 16, 2010 Share with colleagues Get connected www.hp.com/go/getconnected Get the insider view on tech trends, alerts, and HP solutions for better business outcomes© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The onlywarranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing hereinshould be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.Microsoft and Dynamics are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.4AA4-0343ENW, Created March 2012