SAP Warranty Claim Management Solution. Soren Detering, Principal Detering Consulting

Transcription

1 SAP Warranty Claim Management Solution Soren Detering, Principal Detering Consulting

2 Agenda 1. SAP Warranty Solution Introduction 2. SAP Solution to Customer Requirements 1. End to End Customer Warranty Scenario (with Dealer Portal) 2. Warranty Master Data and Registration 3. Warranty Claim Processing 4. Warranty Analytics 3. Wrap up and Questions

3 Warranty Management - Stakeholder View Too much hands-on processing on a claim We are paying claims we don t owe! We have no visibility into the repair chain! My products fail, but are still sold! Inaccurate budgeting of warranty payouts How can we turn service events into revenue opportunities?

4 Warranty A Complete Solution Enabling Actionable Insights into Product Quality and Safety Visualization & Insight Layer Dashboards & Visualizations Query & Analysis Search & Exploration Reporting SAP BusinessObjects Intelligence Platform SAP BusinessObjects Semantic Layer Predictive Analytics Data Integration Text Analysis Event Processing Process & Transaction Layer SAP Warranty Management Structured & Unstructured Data

5 SAP delivers an integrated solution for Sales & Service Organizations Vehicle Sales Management. Dealer Business Management Warranty Management Service Parts Management Analytics Master Data Marketing & Lead Management Aftersales Support & Service Automotive Interaction Center Leverage pre-integrated, cross-functional best practices to reduce TCO and time to value. Put the customer relationship in the center of your focus.

6 End-to-end Operational Warranty Management Process SERVICE SALES PARTS MARKETING BACK BRAND OFFICE & FINANCE CUSTOMER PARTS WARRANTY WARRANTY LEASING & MANUFACTURING FINANCE SALES SERVICE Manufacturing / Suppliers Company Customer, Partner Warranty Management Reimburser(s) Warranty Claim WARRANTY MANAGEMENT SYSTEM Warranty Claim Claimant Warranty Claim Reimbursement Return Parts Recall/Service Action Status Control Warranty Validation Automatic Processing Exception Handling Reimbursement Return Parts Recall/Service Action

7 Comprehensive Warranty Management

8 Warranty Claims Origination Flexible Options SAP enables receipt of warranty claims from a flexible set of sources: n Direct entry in SAP S/4, Fiori transaction n SAP Dealer Portal (Warranty specific Portal) n XML upload in the Warranty Management n EDI / B2B n Web Services n DMS Connection (including SAP DBM) n Adobe Forms

9 SAP Warranty IT Process Support P P P P P P P High number of warranty claims (i.e. hundreds thousand per week) Support Increasing variety of warranties High percentage of automatic processing Improved analytical capabilities Greater support for flexible business processes Interface with numerous various internal and external system Enable standards-based communication P Web-enabled processing

10 Basic Architecture: Warranty Management Expert and tailored user interfaces Receive Warranty Claim Validate and accept Reimburse approved amount Claim against supplier Receive accepted amount Process steps - Pricing, costing - Printing, messages - Log, history - Document flow - Documents Warranty Management Action concept Vendors Customers Financials Controlling Service Contracts Materials Vehicle / Equipment

11 SAP Warranty Claim Claim = One SAP Business Document with access to all information One Screen for manual claim processing High Integration into SAP R/3 functionality Flexible tool set to manage changing business requirements Tracking of all changes and events Supports automatic claim processing.

12 Agenda 1. SAP Warranty Solution 2. SAP Solution to Requirements 1. End to End Customer Warranty Scenario 2. Warranty Master Data and Registration 3. Warranty Claim Processing 4. Warranty Analytics 3. Wrap up and Questions

13 SAP Warranty System Demo End to End Demonstration

14 Agenda 1. SAP Warranty Solution for HPI 2. SAP Solution to HPI Requirements 1. End to End Customer Warranty Scenario (with Dealer Portal) 2. Warranty Master Data and Registration 3. Warranty Claim Processing 4. Warranty Analytics 3. Wrap up and Questions

15 SAP Warranty Master Data and Setup Transactional Objects n n n n n Item Master Business Partner(s) Technical Object(s) Master Warranty Service Contracts Configuration Data n n n n n n Claim Types Action Matrices Clerk Determination Supplier Recovery VSR (Validation / Substitution Rules) Catalogs (Defect Codes, Flat Rates )

16 Technical Object (Warrantable) Structure Equipment (Main Unit) Equipment (Component)

17 Warrantable Object Registration Out of the Box (via Portal) n Definition of Master Warranty and Start Date (if not done elsewhere) n Association with End Customer Additional Options (Implementation) n From Delivery to Dealer, or Dealer Delivery Report n Adobe Forms

18 SAP Warranty System Demo Master Data and Object Registration

19 Agenda 1. SAP Warranty Solution Overview 2. SAP Solution Requirements 1. End to End Customer Warranty Scenario (with Dealer Portal) 2. Warranty Master Data and Registration 3. Warranty Claim Processing 4. Warranty Analytics 3. Wrap up and Questions

20 Claim Processing Action Matrix Driven Current Status New Status Claim Type

21 SAP Warranty Claim Validation Claim Î Claim X rejected P accepted + ª Message log

22 Rule Engine Screen Shots Pushbuttons for handling in action framework Complete VSR log including header, version and item messages

23 SAP Warranty System Demo Claim Processing

24 Agenda 1. SAP Warranty Solution for HPI 2. SAP Solution to HPI Requirements 1. End to End Customer Warranty Scenario (with Dealer Portal) 2. Warranty Master Data and Registration 3. Warranty Claim Processing 4. Warranty Analytics 3. Wrap up and Questions

25 Business Objects Explorer Analyzing Warranty Data with SAP Business Objects Explorer Select any data in the warranty dashboard and explore further Allows drilling down from aggregated warranty data with any claim characteristics * Consulting Solution available

26 Warranty Dashboards Treasure Map for Warranty Processing* Simulate cost saving based on key parameters influencing warranty performance Understand impact of optimizing warranty operations efficiency on P&L and balance sheet * Consulting Solution available

27 Agenda 1. SAP Warranty Solution 2. SAP Solution to Requirements 3. Wrap up and Questions

28 Thank You! Soren Detering Principal Solution Architect Detering Consulting 306 Ferne Ave Palo Alto, CA M +1(650) E info@deteringconsulting.com