SAP Solutions
Warranty Management "Vault"
Requirements:
Requirements Discussion
The warranty claims process is characterized by sophisticated business rules and strong enterprise integration points.
Typical requirements are:
- Web portals for customers and vendors
- High claim volumes requiring fully automatic claims processing
- Industries with low claim volume may pose high level of data representation requirements, e.g. aircraft engine, complex equipment
- Fast processing and adjudication turn-around-times, understood as execution excellence in customer service, becoming a KPI of the Warranty process
- Ability to set up sophisticated, integrated systems affording a positive warranty account cash-flow
- Data verification across multiple modules and systems
- Designing a flexible claim life-cycle that is adjustable even after go-live
- Identify customer and vendor warranty on different levels of a complex equipment, serialized parts, component within a hierarchy, modules, vehicles
- Identify applicable contractual terms and make T&C operational for claim
- Identify and act on vendor recovery, turning warranty business function traditionally treated as a cost center into a profit center
- Manual approval activities occupy agents instead of dealing with customer inquiries or researching interesting claim exceptions.
- Managing warranty specific master data for installed base products, warranty terms and contracts
- Master warranties, automatic warranty assignments, updates
- High level of integration to related functions, e.g. Service Management, Sales and Distribution (Returns Processing, RMA), Quality, Finance, including the requirement to automatically create claims based on business processes in service and repair processing, i.e. the service notification and work order
- Portal Interface for claim submission, status tracking and other functions available for customers and partners, so called "Dealer Portal"
- Repetitive communication back and forth with customers, vendors and other business partners, and internal departments
- Application of complex business rules during administration and adjudication of claims
- Automatic claim load via communication standards such as RosettaNet, SOAP, XML, etc.
- Technical documents such as service bulletins and how it relates to warranty claims and pricing
- Automatic processing of high claim volume. High volume has a different meaning depending on industry, however requirements are similar
- Wrong claim detection
- Automatic integration to finance and controlling
- Contractual agreements, terms and conditions, customer master data, international requirements such as language, currency, date format, etc. are important requirements.
Technical Corner -- Collection of tidbits, tips and tricks, useful details
- Customer not assigned to Sales Area Partner Role AS
Make sure customer sales area's partner role AS exists and version data corresponds. Careful if changed intermittently.
Business Area Determination
SPRO, Business Area Account Assignment -> Review that plant and division are assigned to Business Area
- Partner in Company Code 0001 not created
Even though partner is considered Company Code XXXX:
Review SPRO, SD -> Assignment Sales Organization to Company Code
Plant is assigned to company code. Plant may overrule sales area company code derivation. Make sure correct plant is used on header tab.
- Account 800000 requires an assignment to a CO Object
Define Automatic CO Account Assignment Determination. Make sure CoCd/CostElem. has correct cost and profit center.
- Tax Jur Codes do not show
Define Automatic CO Account Assignment Determination. Make sure CoCd/CostElem. has correct cost and profit center.