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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
3Copyright © 2013. Infor. All Rights Reserved. www.infor.com
• 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 $$ at multiple
different Business
Partners for same
service order – fully
traceable
Business pain How Infor delivers Business Value $$
4Copyright © 2013. Infor. All Rights Reserved. www.infor.com
• 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 $$
5Copyright © 2013. Infor. All Rights Reserved. www.infor.comCopyright © 2013. Infor. All Rights Reserved. www.infor.com 5
How – Solution Overview
Costs of Goodwill and Supplier Claims
6Copyright © 2013. Infor. All Rights Reserved. www.infor.com
How – Solution Overview
7Copyright © 2013. Infor. All Rights Reserved. www.infor.comCopyright © 2013. Infor. All Rights Reserved. www.infor.com 7
How – Solution Overview
Field Change Orders (FCOs) and Claims
8Copyright © 2013. Infor. All Rights Reserved. www.infor.com
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
9Copyright © 2013. Infor. All Rights Reserved. www.infor.com
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
10Copyright © 2013. Infor. All Rights Reserved. www.infor.com
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
11Copyright © 2013. Infor. All Rights Reserved. www.infor.com
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
12Copyright © 2013. Infor. All Rights Reserved. www.infor.com
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
13Copyright © 2013. Infor. All Rights Reserved. www.infor.comCopyright © 2013. Infor. All Rights Reserved. www.infor.com 13
Solution Details
14Copyright © 2013. Infor. All Rights Reserved. www.infor.com
1. Transfer FCO to Customer claim –
customer wants money in stead of repair
Field Change orders
15Copyright © 2013. Infor. All Rights Reserved. www.infor.com
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
16Copyright © 2013. Infor. All Rights Reserved. www.infor.com
3.Claim entered, not realized FCO present in system.
System detects relation and proposes to link – only pay once
Field Change orders
17Copyright © 2013. Infor. All Rights Reserved. www.infor.com
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
18Copyright © 2013. Infor. All Rights Reserved. www.infor.comCopyright © 2013. Infor. All Rights Reserved. www.infor.com 18
What - Demo
Demo Scenario:
Call – link to FCO – generate Customer Claim
19Copyright © 2013. Infor. All Rights Reserved. www.infor.comCopyright © 2013. Infor. All Rights Reserved. www.infor.com 19
Summary
20Copyright © 2013. Infor. All Rights Reserved. www.infor.com
• 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
21Copyright © 2013. Infor. All Rights Reserved. www.infor.com

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Inforln.com ERP LN 10.4 Using the New Claim Features

  • 1. 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
  • 2. 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
  • 3. 3Copyright © 2013. Infor. All Rights Reserved. www.infor.com • 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 $$ at multiple different Business Partners for same service order – fully traceable Business pain How Infor delivers Business Value $$
  • 4. 4Copyright © 2013. Infor. All Rights Reserved. www.infor.com • 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 $$
  • 5. 5Copyright © 2013. Infor. All Rights Reserved. www.infor.comCopyright © 2013. Infor. All Rights Reserved. www.infor.com 5 How – Solution Overview Costs of Goodwill and Supplier Claims
  • 6. 6Copyright © 2013. Infor. All Rights Reserved. www.infor.com How – Solution Overview
  • 7. 7Copyright © 2013. Infor. All Rights Reserved. www.infor.comCopyright © 2013. Infor. All Rights Reserved. www.infor.com 7 How – Solution Overview Field Change Orders (FCOs) and Claims
  • 8. 8Copyright © 2013. Infor. All Rights Reserved. www.infor.com 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
  • 9. 9Copyright © 2013. Infor. All Rights Reserved. www.infor.com 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
  • 10. 10Copyright © 2013. Infor. All Rights Reserved. www.infor.com 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
  • 11. 11Copyright © 2013. Infor. All Rights Reserved. www.infor.com 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
  • 12. 12Copyright © 2013. Infor. All Rights Reserved. www.infor.com 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
  • 13. 13Copyright © 2013. Infor. All Rights Reserved. www.infor.comCopyright © 2013. Infor. All Rights Reserved. www.infor.com 13 Solution Details
  • 14. 14Copyright © 2013. Infor. All Rights Reserved. www.infor.com 1. Transfer FCO to Customer claim – customer wants money in stead of repair Field Change orders
  • 15. 15Copyright © 2013. Infor. All Rights Reserved. www.infor.com 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
  • 16. 16Copyright © 2013. Infor. All Rights Reserved. www.infor.com 3.Claim entered, not realized FCO present in system. System detects relation and proposes to link – only pay once Field Change orders
  • 17. 17Copyright © 2013. Infor. All Rights Reserved. www.infor.com 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
  • 18. 18Copyright © 2013. Infor. All Rights Reserved. www.infor.comCopyright © 2013. Infor. All Rights Reserved. www.infor.com 18 What - Demo Demo Scenario: Call – link to FCO – generate Customer Claim
  • 19. 19Copyright © 2013. Infor. All Rights Reserved. www.infor.comCopyright © 2013. Infor. All Rights Reserved. www.infor.com 19 Summary
  • 20. 20Copyright © 2013. Infor. All Rights Reserved. www.infor.com • 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
  • 21. 21Copyright © 2013. Infor. All Rights Reserved. www.infor.com