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A data-intensive approach is not a brand new concept, but it has become applicable to the manufacturing industry after its major shift in the IT landscape. Automation and big data play a key role in helping the management take better decisions, but cloud connectivity and cross-platform applications are key to allowing the data to improve visibility across the value chain.
Customer experience at the beginning of the warranty service
With damage or defect in the aftermarket product, customers expect a prompt solution to their problem. Registering a claim should be a simple process, without forcing the customer to wait or complete some tedious form. Mobile apps are proving to be an easy solution to the problem. With a simple interface and no human interaction, the customer can provide the details required, by you, by selecting items from a menu page, and register a claim.
Technology can also be used to make the subsequent tasks, particularly supplier recovery, easier and faster. It makes a difference in how you deal with customer experience. As a result of this shift, customers can rely on the original equipment manufacturer’s (OEM) aftermarket services and not be forced to get the repairs done by a third party. Service opportunity is increasing for many manufacturers just this way.
Claim validation
A rules-based module to process the customer data (claim details) is now the norm for vehicle and HVAC manufacturers. The software also processes claims history to check for fraud attempts and validates every claim in a speedy way. Although automated, the process can be switched to manual mode in case of some exceptions. Personnel can validate the claim thereafter if required.
Root cause analysis
Every defect is related to a root cause. Although multiple technical causes may be easily mapped from a defect, manufacturers often lack the ability to single out the first cause from a chain of events. It is important to find out the responsible process or party with diagnostic analytics when a claim is registered. An automated system or OEM Software can be used to narrow down to an OEM process, a part supplied by a stakeholder or some kind of misuse by the customer. This analysis can help achieve better and swifter aftermarket communication. Unlike before, the customer can be responded to within minutes.
Supplier recovery
OEMs lose valuable time and money through the mind-numbing process of supplier administration. If the root cause is found, it should be communicated in real-time to a supplier dashboard. Although it is an external entity, the supplier needs to be on the same page. A cloud-based IT implementation allows you the opportunity to maximize coordination and improve communication with your suppliers, distributors, and other stakeholders. While customer satisfaction is the responsibility of the OEM, all its stakeholders should be equipped to respond promptly to add value to customer-facing processes.
Supplier recovery involves two sub processes:
- Acquiring compensation for the lost reputation and other costs borne during the operation
- Activating the most cost-efficient route for delivering the service in response to the claim
These are the most instrumental areas to make a warranty-administration unit less burdensome. If you equip your personnel for a swift recovery, they will be able to take cues from software. Using a gamut of data, from the customer’s address to the product’s stress limits, the cost of service can be minimized at the executive level. It is up to you how to customize their interface, as everyone may not be equally conversant with technicalities.
Final thoughts
Warranty administration is a typically cost-incurring, but necessary asset. It involves a number of processes including claims validation, root cause analysis, supplier administration, supplier recovery, service monitoring, and warehouse management. The best practices in each of them are generally automated due to huge intricacies. However, automation works when all the data is available to your IT systems. A small gap in data can cause the system to give you incorrect results. No matter how small, the deviations can cause major errors in customer service and monitoring activities.
About the Author
Shwetha Singh, as a media & entertainment blogger has more than 5 years of experience in writing blog posts that gives great insights to readers about the current trends in the media & entertainment blogger sector. Currently, she is working in Tavant Technologies which is known as the best IT solutions and service provider and recognized globally for its innovative solutions.
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