Recovery managers need to be well versed in warranty policies and manuals. It is easier said than done and errors can lead to confusion, loss of reputation, and financial damage to manufacturers. Once the operations extend to fleet services, the hazards can multiply and become unmanageable. ( How to improve call center operations ) Such problems usually occur due to lack of diligence on the part of recovery managers, but with the latest software systems in place, warranty heads can relieve their recovery personnel of tedious work. Nowadays, software technology is advanced enough to validate warranty claims against volumes of policy manuals.
Automated policy checks not enough
Even with policy checks being automated, parts recovery can get complex unless the underlying technology is adequate. It should let you know whether or not a suppliers responsible for the damage at all. In order to improve the workflow, manufacturing personnel should agree on using an accurate technology that helps determine the cause of damage, environment of use and other details pertaining to the policy manual. Obtaining such details will precede validation of warranty claims. Recovery managers must be sure of the details, which can be acquired with the help of telematics.
The steps preceding supplier recovery are crucial, because operational efforts behind recovery should not go to waste. Operational overheads are already high in warranty and fleet management.
Damage to recovery through cloud
In most cases, the process starts with a fleet driver facing a mechanical problem with a vehicle. With a modern software system deployed over cloud, the driver should be able to report the damage to the manufacturer. It becomes possible when a manufacturer deploys a cloud-based software system across its business ecosystem. The same technology should be available on the driver’s mobile as an app.
Once updated, the manufacturer can send a service team to the location where the driver is presumably waiting for help. At the reported location, the service team can update the manufacturer on technical details of the problem by using telematics. Once the cloud-based communication is complete, manufacturers get all the necessary details to validate the warranty claim and find out the subsequent procedures.
Making tasks simpler with technology
The technology deployed should have sufficient features for warranty personnel at the manufacturing company. On the basis of reports provided by the service team, the manufacturing personnel should know the vehicle parts to be addressed. Details affecting the warranty claim should also be available in real-time, so that the manufacturer knows if the service should be billed to the fleet company or simply addressed free of charge.
Once the manufacturer is sure from the telematics report that the vehicle was being used as recommended, and that no misuse has taken place, personnel are left only with checking for the right supplier. A unique code for the hardware will help track the parts supplier and the recovery manager handling the process will be equipped with all the details required to charge the supplier for compensation.
Supplier recovery has been widely discussed in warranty management. The recovery process deals with charging a party external to the manufacturing brand. Using the right software service will help manufacturers track the responsible suppliers, prevent aftermarket revenue loss, reduce operational overheads, and initiate manufacturing improvements based on claims history.
Preethi vagadia is currently a Senior Business architect with the Service operations practice at a well-known IT Industry in Bangalore. She has worked in several process improvement projects involving multi-national teams for global customers. She has over 8 years of experience in Warranty Claim Management and has successfully executed several projects in Logistics management, Logistics Integration, Reverse logistics, Warranty software and Programmatic Solutions.