Inforln.com ERP LN 10.4 Using the New Claim Features

1Copyright © 2013. Infor. All Rights Reserved. www.infor.comCopyright © 2013. Infor. All Rights Reserved. www.infor.com 1
LN: v10.4 Using the New Claim Features
Rollout training
Campus Course Code: 02_0021040_EEN0457_ELN
July 2014
Gerrit Willem Slotman, Senior Business Analyst, gerritwillem.slotman@infor.com

2Copyright © 2013. Infor. All Rights Reserved. www.infor.com
Agenda
• Costs of Goodwill and Supplier Claim
• FCO and Claim
• Why
• Business value
• Pain & perspective
• How
• Solution Overview
• Solution Process
• What
• Solution Details (Demo of Call – FCO and Customer Claim)
• Summary

• Goodwill or guarantee
to customer cannot be
invoiced
• Supplier should pay!
• Not possible to send
invoice to customer
(for regular service
work) and to supplier
(for goodwill costs) for
same service order
Why – Claim Costs of Goodwill
• Costs covered by
goodwill or guarantee
can be claimed at
supplier(s)
• More cash flow in
because of lean
supplier claim
procedure
• Collect $$ at multiple
different Business
Partners for same
service order – fully
traceable
Business pain How Infor delivers Business Value $$

• Not possible to give
money iso performing
repair for open FCO
• Refund not possible
when Service Work
should have been
covered under FCO
• No detection of FCO
when claim is
registered
• Claimed FCO money
at supplier (e.g. OEM)
not recognizable in
finance
Why – FCO and Claims
• FCO can be followed
up via
• Repair (service order)
• Refund (claim)
• Claims and orders
tagged and related to
FCO
• System detects
existence of
outstanding FCO’s
• Less costs in
managing FCO’s
• Higher customer
service since system
detects open FCO’s
Business pain How Infor delivers Business Value $$

How – Solution Overview
Costs of Goodwill and Supplier Claims

Field Change Orders (FCOs) and Claims

Field Change Orders processes in practice
Dealer
OEM
Custom
er
Execute Service Order
same problem repeats
Please start FCO
Service order 123 (closed)
Service order 456 (closed)
FCOs generates:
Serv order FCO0001
Serv order FCO0002
Serv order FCO0003
Custom
er
You get refund
of money
All FCO cost
To be paid by OEM

FCO processes – linked to LN objects
FCO
Custo
mer
Claim
Service
Order
Call Supplier
Claim
1. Transfer FCO to Customer claim – customer wants money in stead of repair
2. Service order closed and paid by customer, in fact FCO work.
Enter Customer Claim for Euros, copy lines from Service Order, tagged to FCO
3. Claim entered, not realized FCO present in system. System should detect relation
Follow up action: cancel the FCO or execute asap (depends on cust claim)
4 Supplier claim to OEM as a consequences; In Finance see your money coming from OEM
3
1
2 4
4

FCO processes from call
FCO
Custo
mer
Claim
Service
Order
Call
link FCO
line
present
FCO
line
Link
call to
FCO
line
Yes, link
Create
FCO
line
No, create
transfer
transfer
IGNORE warning of existing FCO
Field Change orders

FCO processes from call
FCO
Custo
mer
Claim
Service
Order
Call
link FCO
line
present
FCO
line
Link
call to
FCO
line
Yes, link
Create
FCO
line
No, create
transfer
transfer
Accept warning of existing FCO
Via Call  FCO line  claim or order
(FCO fulfilled for serial)
Field Change orders

Link FCO from Service order or claim
FCO
Custo
mer
Claim
Service
Order
FCO
line
present
FCO
line
Link
call to
FCO
line
Yes, link
Create
FCO
line
No, create
link
link
Service order / claims detects presence of FCO line
Link optionally
Field Change orders

Solution Details

1. Transfer FCO to Customer claim –
customer wants money in stead of repair
Field Change orders

2. Service order closed and paid by customer, in fact FCO work.
Enter Customer Claim for refund; Copy lines from Service Order, tagged to FCO
Field Change orders

3.Claim entered, not realized FCO present in system.
System detects relation and proposes to link – only pay once
Field Change orders

4. Supplier claim as a consequences;
In Finance see your money coming from OEM
• Finance
• Configure a mapping for FCO number and OEM BP code
• Send to Ledger account or financial dimension
Field Change orders

What - Demo
Demo Scenario:
Call – link to FCO – generate Customer Claim

Summary

• Goodwill or guarantee
to customer cannot be
invoiced
• Supplier should pay
• Refund not possible
when Service Work
should have been
covered under FCO
Summary: Costs of Goodwill and Claim / FCOs
and Claims
• Costs covered by
goodwill or guarantee
can be claimed at
supplier(s)
• FCO can be followed
up via
• Repair (service order)
• Refund (claim)
• Claims and orders
tagged and related to
FCO
• Collect $$ at multiple
different Business
Partners for same
service order – fully
traceable
• Less costs in
managing FCO’s
• Higher customer
service since system
detects open FCO’s
Business Pain Solution Business Value

Inforln.com ERP LN 10.4 Using the New Claim Features

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