warranty claims management system (wcms)
Post on 31-Dec-2016
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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 applicationa 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 claimsprocessing, shipping, and internal documentationoften 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.
Warranty Claims Management System (WCMS) Isolary Design 2
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 FormOne 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 TicketsEach 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 users 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.
Warranty Claims Management System (WCMS) Isolary Design 3
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 users 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.
Warranty Claims Management System (WCMS) Isolary Design 4
Claims ListWhen 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.
Warranty Claims Management System (WCMS) Isolary Design 5
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.
Warranty Claims Management System (WCMS) Isolary Design 6
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.
SuperuserThis 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 UserThis 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 UserThis 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 UserThis 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 AdministratorThis 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 TechnicianThese 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.
ConsumersThese are accounts built for consumers. Consu