Warranty Claims Management System (WCMS)

Product OverviewMany warranty departments are not as efficient as they can be in terms of speed and communication. Often, claims are handled via email and telephone calls. This potentially creates large waiting gaps, which decrease the overall value of the program to the customer. With this in mind, Isolary has developed a piece of software that significantly improves the process for managing and tracking claims. In addition to radically streamlining the internal process, Isolary has created a user interface that presents itself differently for various target groups of users. For many businesses, these target groups can be retail store administrations, technicians at these stores, and end consumers. Depending on the type of user account, there are options and features that are enabled or disabled.

The end result is an application—a warranty claims management system (WCMS)—that allows seamless tracking of warranty claims for users of all types. Each experience is tailored for the purpose of each target group. Once a WCMS is launched, lead times for claims—processing, shipping, and internal documentation—often drop from weeks to minutes.

While each WCMS is purpose-built to the exact specifications of the client, all are structured on familiar concepts that have been well-tested in production environments. Current implementations have proven to be very successful, and thus, much of the required logic for any new WCMS is already in place.

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The claim submission subset was built in a cascading manner, allowing us to further drill down and present options based on other sub-items, like model, or crankset sizes.

For example, if the user selects a part type of Suspension, the Diagnosis dropdown will appear with a set of options specific to suspension. It will also ask for a series of other information, like the product model.

Interface ConceptsThe Claim Form—One of the most innovative components of the WCMS is the claim form, affectionately nicknamed the Claiminator. The Claiminator is much smarter than a simple web form. Behind it is a database of parts and their possible configurations. The Claiminator knows when to ask the end user for what information, and which configurations to present to the user. As a user fills out the form, this subsystem quickly queries the database in the background and updates the form with new fields and new options.

Individual Tickets—Each individual claim ticket has its own page where vital information is displayed. This information includes the retailer for which the user works (if applicable), data collected from the claim form, images, and the user’s contact information. Directly below this, the actual conversation begins. Authorized users can view and interact with the claim, and all users involved in the conversation are notified of updates to the claim.

When a claim status changes, for example from Open to Shipped, this action is shown in the conversation flow. Claims can have any number of statuses.

A section can be included that allows customer service representatives to include information about parts that are being shipped to complete a warranty claim. Line items can be added as needed to process the claim. Total pricing is updated and calculated automatically. If the claim is in the Shipped status, all of the information regarding parts shipped is displayed for the end user. They are notified via email that the replacement parts are on the way.

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Each individual claim ticket has its own page where vital information is displayed. This information includes the retailer for which the user works (if applicable), data collected from the claim form, images, and the user’s contact information.

The actual conversation begins directly below the User and Part sections. Authorized users can view and interact with the claim, and all users involved in the conversation are notified of updates to the claim.

Another optional section is a field for a claim code to be saved. This claim code is used by the reporting features to classify claims and their associated expenses into claim categories used for corporate reporting. For example, a claim code can be associated with a particular type of failure. This section can play an important role in standardizing reporting on a global scale.

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Claims List—When users log in, the first thing they see is the claims list. This list displays only claims that are relevant to them. For example administrators see all open claims; retail technicians see all claims submitted for their organization; and consumers only see claims that they have submitted. It is a strategic, carefully considered system that is designed to operate quickly and intuitively, while still remaining powerful enough to carry out more complex tasks.

The claims list is fully interactive. It allows users to filter by status or organization. It also lets users search for a known claim number. All of these actions are achieved using a technology called AJAX, so any filtering or searching is done very quickly and without reloading the entire page. AJAX programming is crucial in this application because it allows the interface to load and display data very quickly, reducing the time it takes to perform repetitive tasks. This results is an overall more efficient user experience.

An extra form can be included that allows customer service representatives to include information about parts that are being shipped to complete a warranty claim. Line items can be added as needed to process the claim.

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ReportingA WCMS can generate a number of reports that include all the information stored in the database. These reports are easily generated and can take the form of pre-built or custom queries. A user simply puts in a start and end date for the requested data, and the application exports a document in comma separated values (CSV) format. This document can easily be converted into popular spreadsheet formats, and thus, data can be further manipulated as needed.

Isolary can build reports with any information needed in any format. This includes, but is not limited to, Microsoft Excel and Adobe PDF file formats.

Service CentersA WCMS can support an organizational unit called a service center. Each service center corresponds to a physical location where warranty claims are handled. This allows companies to manage warranty claims from several facilities, whether they are in the United States or around the world. Service centers are assigned territories by the areas for which they handle claims. Additionally, a single service center can be selected as a default location to handle claims originating from areas that do not have an assigned service center.

Load Balancing and Intersite SecurityIn the event that an area has multiple service centers that handles claims, the user will be prompted upon account creation to select their desired service center. In this way, they can choose a service center with which they are comfortable working. This is a useful advantage for customers who already have an established working relationship with a specific service center.

The claims list is a strategic, carefully considered system that is designed to operate as quickly and intuitively as possible while still remaining powerful enough to carry out more complex tasks.

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If territory competition is identified as a potential issue, measures can be taken in the application logic to prevent intersite data access. In other words, a WCMS can be configured so that service center technicians cannot see contact information for users who are not assigned to their territory.

Users and GroupsWhile the needs of a WCMS can be highly customized, a typical application incorporates a configurable user and groups system. Below is a typical configuration.

Superuser—This is the user group that will serve executives and high ranking operations managers. These users will have permissions to carry out all tasks in the application completely free of any restrictions. This is the highest access level that will be available. These users will be able to manage service centers, associated territories, and create/remove users of all groups.

Factory User—This user group is assigned to factory employees. These users will be able to upload factory serial number files and generate all reports. By default, these users are not able to interact with claims; instead, they can only view aggregate claim details.

Service Center User—This user group is assigned to representatives within a specific service center. Users in this group have restricted/filtered views to only show claims and users that are relevant to their assigned service center. These users can interact with claims, manage users assigned to their service center, and download reports with data specific to their service center.

OEM User—This account is reserved for OEM users. The Claiminator can be different for these users if necessary. All claims filed by these users are automatically and immediately be escalated.

Retail Administrator—This is a user level for distributors and retail store administrators. They can manage locations for their organization as well as associated technician user accounts.

Retail Technician—These users are authorized to submit and interact with claims on behalf of an organization, but do not have permission to manage locations or users for the organization.

Consumers—These are accounts built for consumers. Consumers can change their account details, such as their shipping and billing addresses. Consumers have the ability to submit and interact with claims.

Serial Number Lookup and IntegrationSome production facilities produce data files that match serial numbers to specific parts and configurations. A WCMS can allow for the importation of these files via a file upload module or direct interface with a production facility’s system. The data can then be used within the application to facilitate product lookups when claims are entered. Additionally, this data

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helps power the Claiminator, which, as previously mentioned, fetches product configuration information as the claim is being created by the user. This information is continually maintained by the consistent importation of factory data. Some additional information may be required by the user when the file is being uploaded, but it will be a seamless, intuitive process.

Automatic EscalationA method can be incorporated where claims become escalated if they are submitted via an OEM account or if they have remained idle for a predetermined amount of time. This idle time to escalation parameter is usually system-wide and can edited by system administrators.

Conflict Prevention MeasuresA WCMS incorporates a feature that prevents multiple service technicians from modifying the same claim simultaneously from different workstations. This system warns the user that another user is currently working on the selected claim and identifies the first user. From this point, the second user has the option to either go back to the active claims list or to take control of the claim, at which point the first user is redirected to the active claims list. The system is fault tolerant, so that in the event that a user’s workstation is unexpectedly disconnected, the claim is immediately reverted to an unlocked state without the need for any IT intervention.

User ShadowingA WCMS can support user shadowing, whereby an administrator can simulate being logged in as any user. This helps service center technicians improve their interactions with customers because they have the ability to see exactly what the customer is seeing in their dashboard.

Language ImplementationA WCMS can support multiple languages. A language file is required for each supported language and these files are stored on the server where the preferred language is determined automatically on a per-user basis with an opportunity for override by the end user. In this way, a user from Belgium, for example, can choose to interact with a WCMS in French, Dutch, or German.

Intelligent Parts DatabaseA warranty claim often culminates with a service center technician shipping a replacement part. By incorporating an intelligent parts database, technicians can type a part’s details—part numbers, names, and descriptions—into each relevant claim. That way, a record of the transaction is recorded. As technicians continue to do this, the application will maintain a learning database of the details of all replacement parts that are being used. Once a WCMS acquires information for a particular part, it will reliably auto-populate the claim form for each subsequent reference to the part. The service center technician will need only to supply the part number; the WCMS will supply the remaining information.

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If a part number is unknown to the database, or if the data is unavailable in the current language, the service center technician has the opportunity to enter the information manually and submit the claim. Once the claim data is submitted, the parts information in stored in the database for future reference. These parts databases are specific to each service center as to prevent any inconsistencies or other issues that may arise from a globally distributed group of individuals modifying a common database. Service center technicians also have the ability to directly maintain the parts database for their service center. The benefit of this system is a decrease in claim handling times and an increase in uniformity for reporting.

Grading SystemA WCMS can feature a satisfaction survey widget that is displayed on occasion. Typically, the survey is displayed after key interactions with the application. For example, the survey could appear after the user’s first claim is shipped, or after the user creates an account. The survey simply asks users what their overall experience has been with the WCMS, and contains two or three options for answers. Filling out the survey takes a single click and does not distract from the intended workflow of the application.

By displaying the survey at key triggered events, a company can determine which components of the application are working best for the user experience and which components could use improvement. The results are visible to each region’s service center technicians, as well as the superuser accounts, available as globally aggregated data.

Deployment, Training, and MaintenanceDeploying a WCMS is a simple process that takes place over the course of about two hours. Prior to deployment, development takes place in a sandbox environment, which mimics the production environment, but is invisible to the public. To deploy the application, web hosting services for the desired production location are allocated. Then all the testing data from the sandbox is removed and the WCMS is made public. Isolary performs a quality audit to ensure the deployment succeeds without issue.

Preliminary Beta TestingOnce deployment is completed, the WCMS typically enters a beta testing phase. During this period, customers are selected to engage in the initial roll-out of the software. These customers can have direct contact with Isolary to report bugs, desired functionality, and other useful information that helps prepare the software for full deployment to the public.

TrainingRemote or on-site training is available to the client, and typically takes place near the time of initial deployment. Isolary has extensive experience with implementing new business processes in corporate and industrial environments.

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Ongoing WorkAs a WCMS becomes a valuable and well-used tool for a client, Isolary is available to maintain it. Application maintenance may be necessary for a number of reasons. For example, new minor features are sometimes requested, or business processes change such that the application needs to adapt to support them.

About IsolaryIsolary is a web development and design company from the Pacific Northwest. Over the years, Isolary has designed and developed a variety of custom applications, from accounting software to inventory control systems. These applications are geared towards streamlining business processes by placing a strong emphasis on user experience (UX). All of Isolary’s custom applications are fast, scalable, and intuitive.

Cost EffectivenessIsolary operates under principles based on the lean manufacturing process. This method of operation, combined with heavy use of the agile software development process, allows Isolary to keep our operations very efficient. The result is significantly reduced overhead and reduced overall project cost.

CustomizationIsolary specializes in custom software. Because of this, software can automate and streamline nearly any business process that can be imagined, with very few limitations.

QualityIsolary is continually and aggressively looking for ways to improve the quality of its work. As a result, Isolary consistently delivers a superior product to that of its competition. All applications undergo extensive automated testing, and carry a warranty from defects for a one year period.

Vendor FreedomWhile Isolary generally anticipates a low likelihood of a client switching to another development firm once a project has begun, the option is always there should the need arise. And, because the software is not licensed or proprietary, it is the property of the client, regardless of the working relationship. This means no vendor lock-in.

SupportIsolary has enjoyed consistently excellent feedback from its clients. One of the most frequently positive kudos is regarding fast response time. Isolary works hard to constantly improve communication with clients and generally responds to inquiries within one business day.