Optimize Warranty Management with Infosys Warranty costs are expected to continue to rise due a variety of competitive factors such as the race to reduce time to market, the increasing use of mechatronics in the vehicle, and increasingly longer periods of warranty coverage. However, Warranty Management processes are largely ad-hoc and lack best practices. The challenge that automotive companies face is the need to transform their warranty landscape in order to reduce product failures and claims processing costs while simultaneously enhancing customer satisfaction. Infosys understands these challenges and is making significant investments in developing a comprehensive solution for Warranty Management. Infosys’ Warranty Management Solution addresses process and technology related challenges and delivers tangible results such as: •
Reducing up to 10% of the total annual warranty costs
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Lowering the total cost of ownership (warranty applications) by up to 35%
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Reducing the total cost of claims processing by up to 30%
These results are achieved by: •
Applying warranty best-practices across brands and geographies
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Streamlining claims management processes to provide better visibility and actionable information
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Reducing detection-to-correction cycles through analysis of unstructured information
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Enhancing supplier collaboration to drive additional efficiencies in the areas of quality and product development
Solution Overview
Infosys’ Warranty Management Solution leverages the SAP platform and tools. The pre-configured and customized ERP component of the solution allows OEM’s to rapidly adapt their processes to the ever changing warranty policies and related business requirements. The EWS (Early Warning System) component provides actionable information in the areas of quality and engineering. The solution, therefore, delivers flexibility and improved quality while lowering implementation costs.
Solution Components Automotive Warranty Transaction Processing (WMS-ERP)
Automotive Analytics & Early Warning System (EWS)
Infosys’ Warranty Management Solution (WMS), built on the SAP Warranty Module, incorporates the best-practices in automotive warranty management. It provides a comprehensive set of workflow processes - underpinned by a user configurable rules engine and advanced reporting features. This provides the flexibility required to meet ever changing business requirements that impact warranty policies.
The Infosys Early Warning System (EWS), built on SAP BW and Infosys’ proprietary Holistic Information Management Infrastructure (HIMI) platform, enables analysis of unstructured data to unearth the wealth of information in the free text fields of warranty claims, CRM data and other documents.
The unique rules engine provides the business with the flexibility to configure new warranty products and processes. This ensures that dealer needs are addressed quickly and comprehensively. Thus the solution enables automotive OEM’s to adapt workflow processes faster and at reduced cost.
The EWS consists of extraction and inference engines tailored for the automotive industry. These engines ensure that relevant data is extracted from free text and transformed into powerful, actionable information. The SAP BW component delivers analytics on the newly structured data and information as reports and alerts through the NetWeaver portal. The result is information that is actionable, drives innovation, improves quality, and enhances collaboration through the value chain.
Why Infosys Warranty • •
Warranty management domain expertise across the value chain along with strong process consulting capabilities. Ability to provide a comprehensive solution encompassing Warranty Claims Management, Business Process Outsourcing and Early Warning System. • Sizeable investments in developing Holistic Information Management Infrastructure (HIMI), a robust platform for analyzing unstructured data. • Warranty credentials in the areas of business process re-engineering, applications rationalization and warranty module development for dealer management systems. • A unique model for accelerated implementation that significantly reduces the time and effort for typical ERP component implementation.
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