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Warranty and Contract Management Today
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Warranty and Contract Management Today

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Service leaders striving to drive down cost, increase revenue, and improve customer value need to streamline warranty and contract management processes. PTC’s solution automates and improves the …

Service leaders striving to drive down cost, increase revenue, and improve customer value need to streamline warranty and contract management processes. PTC’s solution automates and improves the warranty lifecycle, while award winning analytics allow service leaders to identify and resolve issues quickly across the install base. Along with our technology, our approach to solution planning, implementation, and adoption minimizes risk, accelerates time to value, and ensures maximum return on investment.

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  • 1. WARRANTY & CONTRACT Management TodayMADE IN THE USA 3011417443-0014587-63247412
  • 2. When product sales are uncertain 01010101010010010100101001001010010100100101001010010010101010 01010101001001010010100100101001010 01010101010010010100101001001010010100100101001010010010101010 01010101001001010010100100101001010 Operational Consistency WARNING!!! - Questionable Operational Consistency X X X X and operational consistency is unattainable,
  • 3. CEO CXO CSO VP VP VP Director Director SERVICE PROFIT$ are driven to increase their More and more, SERVICE EXECUTIVES £ ¥ € $
  • 4. How do they ACCOMPLISH this?? ! IMPROVEMENT in Warranties & Contracts EXTENDED CONTRACT WARRANTIES CONTRACTS A. B. The same Much better
  • 5. NOTE “B” FOR BILLION THIS IS GOOD FOR: 1. PROFITS 2. REVENUE 3. BOTTOM LINE 4. PRODUCTIVITY 5. GOALS 6....... WHAT WE KNOW Manufacturers worldwide spend up to7% of product revenue on warranty claims each year Worldwide THISTOTALSMORETHAN 3. $ 50billion In the United States alone THIS ADDS UP TO APPROXIMATELY ~$ 23billion 1. 2.
  • 6. But have you considered... The On average, servicecontracts&warrantiescontribute 31% of total ServiceRevenue and even better, there’s room to GROW PLUS SIDE to warranty management?
  • 7. SO WHAT’S HOLDING everyoneback?
  • 8. Functional silos1. Lost cross-enterpriseknowledge2. Poor data quality6. Low supplier recovery7. Warranty processes that don’tconsiderproduct issues8. An inability to identify and resolve product & service issues9. A lack of visibilityfor improvement3. Inefficient parts returns4. 5. Manualclaimsmanagement
  • 9. Allresultingin: HIGH MISSED LOW UNRELIABLE Warranty Costs Revenue Opportunities Dealer & Customer Value Product & Service Quality ?
  • 10. And because a large impact on warranty cost is the product’s performance, the opportunity to improve warranty means being sure the product performs as intended OR BETTER.
  • 11. How can manufacturers achieve this? By putting product information at the center of the warranty lifecycle. A product’s performance is tracked by understanding its service events. ? !
  • 12. YEAR1-3 ServiceEvents YEAR3-6 YEAR6-9 YEAR9-12 Maintenance June12,2008 Failure June12,2008 Maintenance June12,2008 Maintenance June12,2008 Failure June12,2008 Maintenance June12,2008 Maintenance June12,2008 Failure June12,2008 This data writes a product’shistory
  • 13. PTC Warranty and Contract Management solution CAPTURES it all 1. Warranty Registration 2. Claims Processing 3. Parts Returns 4. Supplier Recovery 5. Extended Warranty 6. Service Contracts
  • 14. Having this complete record creates an as-maintained billofmaterials(BOM) BOM Service Supply Chain Help Desk Service Technician Warranty Claims WARRANTY PLANNING WARRANTY ANALYTICS
  • 15. Everyone can leverage the same knowledge to improve product performance andthecustomerexperience. BEFORE WARRANTY MANAGEMENT AFTER WARRANTY MANAGEMENT PRODUCT PERFORMANCE PRODUCT PERFORMANCE BEFORE WARRANTY MANAGEMENT AFTER WARRANTY MANAGEMENT CUSTOMER EXPERIENCE CUSTOMER EXPERIENCE
  • 16. PTC Warranty and Contract Management solution offers Industry-leadinganalytics to proactively detectissues Anticipate serviceneeds and identify fraudulentclaims Directly helping manufacturers to limit overallwarrantyexposure 1. 2. 3.
  • 17. Best-in-classManufacturers who have implemented a StrategicApproach to WarrantyandContractManagement... TheBenefits:
  • 18. 89% 51% Retaincustomers at a rate of: for those with nowarrantyandcontract managementsolution vs. 90% 40% Servicecontracts renewed: for those with nowarrantyandcontract managementsolution vs.
  • 19. To do list: Improvecustomervalue Improveprofits Increaserevenue
  • 20. When your productperforms Beyondexpectations Risks are diminished Warranty claims are lowered
  • 21. are minimized Servicecosts all contributing to an improved overall for you and your customers serviceexperience
  • 22. Increasecustomervalue with the PTC award-winning Warranty and Contract Management Solution. PTC.com/go/warranty
  • 23. WantMore? PTC.com/go/warranty-contract-whitepaper DownloadPTC’sWhitepaper on warranty management to learn how a product-centric approach to warranty and contract management is the key to gaining the latest and best product knowledge.

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