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

streamlinewarranty operations and increase customer satisfaction.

The majority of manufacturing companies outsource their service processes to field service providers, repair depots, and resellers that provide in-house services. These companies represent your brand to your customers and directly impact product quality and consumer satisfaction.

In this scenario, you lose control, visibility, and data accuracy. To regain control and access to accurate information, you need to extend customer relationship management (CRM) and enterprise resource planning (ERP) systems to the hundreds, or even thousands of users who are not employees of your company.

Drive desired behavior You need a solution that ensures superior customer service without driving up operating costs. HP Warranty and Claims Management for Manufacturing changes the focus from user licenses to transactions, such as claims and return material authorizations (RMA) fulfillment. It’s designed to drive desired behavior from your outsourced service providers and resellers and empowers your central operations to control workflows and rules on a global, region, and market unit level.

Gain immediate efficienciesOur HP Warranty and Claims Management for Manufacturing solution comprises EclaimTM and Dynamics CRM. It applies structure and discipline to a segment of business that is often neglected by manufacturing companies—claims processing for products in and out of warranty. Using our solution, you see immediate efficiencies gained in business operations, including reduced:

• Number of claims paid—stop malpractice• Average value of claims paid• Operations head count across regions• Contingency inventory with improved

inventory visibility• IT costs across regions by eliminating redundant

systems and IT support staff

Manufacturers also gain a highly accurate and timely database of information, resulting from business rules, workflow, and integration capabilities on a global scale. This timely and reliable data—collected from the field—improves early recognition of product quality problems, improved product quality control of repairs, 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 Manufacturing addresses the issues you face today:

• Malpractice or lackadaisical practices by service partners drives up costs, impacting your costs in warranty reserves and operations.

• Multiple, redundant systems and processes across regions and market units create serious product planning and development challenges for you, lengthening the time to market.

• Costly ERP, CRM, and custom systems that cannot be easily shared often result in limited, and many times unreliable, data being collected from service partners.

• Agents and analysts making decisions based on inaccurate and out-of-date data from the field have a negative impact on your ability to improve product quality during research and development, manufacturing, and repair processes.

• Lack of visibility into when and where a consumer purchased your product and previous service problems significantly hurt the contact center agent’s ability to provide insightful, 360-degree service.

Configured to fit your needsAfter configuring our warranty and claims management solution to fit your business, we integrate it with your back-end legacy environments. This includes ERP, product data management, and accounting systems.

Implementation and support are provided as a Software-as-a-Service solution running on an HP global cloud with the ability to support unique security, integration, and customization requirements.

Training sessions and careful communications by HP prepare your service channel for the upcoming change. To ensure a seamless rollout, we perform user testing at key sites, followed by pilots in specific regions and countries.

Service providers using HP Warranty and Claims Management for Manufacturing are set up to follow your standards on everything from claims approvals to parts orders and reimbursements.

All the features you needHP Warranty and Claims Management for Manufacturing provides many features, including:

• Case management• Marketing for extended warranties• Warranty registration capability• Warranty entitlement—online, batch, and web services• Repair data collection• Warranty claims processing—online and batch• Payments processing to service providers• Global warranty business rules engine for

automated processing and workflow of claims• Standard, custom, and ad hoc reporting for

financial, quality, fraud, and performance metrics• Profile system—integrated with ERP—for managing

service provider’s rights and certifications • Swap stock tracking • RMA management

Figure 1HP Warranty and Claims Management for Manufacturing

• Service Partner • Design/Engineering • Manufacturing

Closed-loop customer service value chain

HP Partners HP

Customer interaction

Technical services & repair Parts order

fulfillment

Financial transaction

Claims process Return & recycling

management

Business performance management

Closed-loop interaction

Part & inventory planning

Early warning analytics

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should 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

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Solve problems quickly and accuratelyHP Warranty and Claims Management for Manufacturing provides reliable and timely data from thousands of service partners around the world. This immediate access to needed information enables you to solve product quality problems and resolve customer and end-consumer issues quickly and accurately.

We provide advanced workflows and business rules to proactively enforce desired behaviors from service partners on a global, region, and market unit level. Specific benefits include:

• Improved product quality and service for high consumer satisfaction

• Increased cash on hand from lower warranty reserves, less inventory, and reduced operating costs

• Improved speed to market with centralized operations, global systems, and harmonized processes

• Increased revenue through direct marketing and ability to sell and manage extended warranties

• Reduced warranty spend of 20% within the first year of rollout; potential reductions of 30 to 40% from additional rules and workflows

Delivering the expertise you needOur unique combination of technical skills and industry knowledge provides the tools and know-how to enable your success.

• CRM—With over 30,000 customers and 2 million users, Microsoft Dynamics® CRM has been rated as a leading enterprise CRM application in industry analyst reports, including the latest ForresterWaveTM1 and Gartner Magic Quadrant2. HP has more than 250 certified Dynamics CRM consultants. When combined with our Gold CRM competency and more than 16,000 Microsoft certified professionals and 2,500 .NET developers around the world, HP stands out as the leading partner to ensure successful implementation and integration projects.

HP delivers manufacturing, warranty, and claims expertise you need:

• HP has more than 45 years of innovation in data processing, outsourcing, and systems integration fields.

• We have 20-plus years of warranty administration experience.

• 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 Source: Magic Quadrant for CRM Customer Service Management Center, Michael Maoz, Gartner Research, April 15, 2011

2 Source: The Forrester Wave™: CRM Suites for Large Organizations, Q2 2010, June 16, 2010