Eclaim - Yellow Pad estimates on high value development areas

Fit (1-Low / 5 Hi)

Line

Attribute

15 5 5 5

2 5 4 4 3 Contracts administration

31 1 1 1 High 4 Warranty registration capability

4 5 5 5 3 Web based warranty entitlement5 4 4 Manual Adjudication6 5 3 4 3 Warranty c laims processing 7 5 3 4 3 Return/ Repair/ Claim data collection

84 4 4 3 Med 10

9 5 4 4 3 Invoice creation.10 0 2 2 2 Low Integrated Swap stock tracking

11

0 1 1 1 High 15 RMA management (Return Material Auth)

121 3 3 2 Low Order parts for repair / Spare Parts

13 1 0 0 0 Spare Parts - Reports / Analytics14 NA Spare Part Inventory Mangement

140 High 6 Predictive Analytics

Note:*Capabilities not validated via market analysis. Will be revised after market analysis.Partner profiles administration / Service Channel Management

Global warranty business rules engine for automated processing and work flow of claims.

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15

0 High 22 Outcome based Analytics

16 NA Payments processing - OEM to Service Provider

174 3 Low

Reporting Enhancements

180 0 0 0 Low

Certification Verification

19 0 0 0 0

High 18

Supplier cost recovery

20 1 1 1 1

Med 20

Extended warranty management

21 0 0 0 0

High 8

Field Service Mobility - (Possible differentiator)22 0 0 0 0 Low Document Management System

23 5

Channel Management / Service Channel Management

24High 4

Web Services

25High 12

Variable Compensation

26 Social Analytics27 ?

Eclaim - Yellow Pad estimates on high value development areas

Change rule authoring tools and perform rule engine optimization.

We have not determined that this has value In the market. Will not scope now.

Scope^

Note:^ Scope and estimtes are preliminary (rough order of magnitude - ROM). Will be revised after market and requirements analysis.

Register product after purchase, mail in card or website registration. Data goes into the system via Eclaim. Capture product serial number. Implement via a web service.

We do not have adequate requirements for this yet. Assuming basic return material authorization. Issue RMA numbers, interact with logistics system and interact with CRM contact center. Associate RMA numbers with the claim numbers. On CRM associate with request ID. Integrate with UPS or FedEx. Must track way bill numbers.

Could enhance our basic function in Eclaim but it's really a spare parts inventory function. Most large companies have this.

Partner with SAS? Suspicious claims detection (ie: fraud). Don't know impact or cost of working with external vendor.

Standard, custom, & ad hoc reporting (financial, quality, fraud and performance metrics)

Eclaim profile system for managing workshop and dealer’s rights and certifications for perf

Host documents like service bulletins, service manuals, etc. Have no market demand info

Includes strategic dashboards, operational dashboards, tactical dashboards. Need 10 KPI's in each dashboard. Need industry SME input for this. This does not include social analytics. This does not include predictive analytics. Requires specialties like sharepoint and Sql Services Analysis Services SSAS. First step is to integrate the prototype with Eclaim. 2nd step is to start building on the available prototype to fullfill the scope defined (min 2 FTEs for 8 months for step-2). Includes Datawarehouse, ETL tools, OLAP cubes, Sharepoint work (Scorecards, Bar charts etc)Step-1 = 6 man monthsStep-2 = 16 man months

Cost recovery for equipment sub-parts. Need industry SME input to help define/design this. Identify the parts that have separate warranties. May need to keep track of supplier contracts (create and track supplier recovery claim). Might need a supplier rules engine to determine if the claim should be approved or rejected.

Scope is third party warranties. Premium and extended OEM Warranties are possible (limited capability today) but third party warranties are a different process all together. Would need warranty SME help to define third-party processes.

Start with entitlements first? Another possible area is giving warranty coverage information to the technician. New screens designed for mobile device. Simplified processing.

Need a claim web service first. Gives more capability to integrate with client and service partner systems. Later need to add other web services. For now the scope is just claim web service.

To go after bigger clients, need the capability to provide compensation based on variable factors such as time, milege, trip charge, site visit, on site repairs. Would need industry SME input. Could have broad impact to system.

Don't have a clear scope for this yet. This may be more in the scope of the CRM domain. Evaluate after market analysis is complete.

Comment

Canon ? / Toshiba had Warranty Registration

Needs some work / needs work with new customerNot Claim BillingNot sure if this addresses the market need

Prototype only / Reverse Material process

Toshiba function is in Core EclaimsEclaims reports on what spare parts are used

We have a prototypeOEM to service Partner /

Expanded Warranty / Premium Warranty

Sony originally talked about this. Idea was to provide documents through the web application.

Standard - 4Custom -4Adhoc-4

Shop Floor Mangment System / Certifications varification for fraudTavant - Automation of Warranty Management applications helps improve warranty KPIs and reduce costs. But there is another other side of warranty that connects to the field repair process, which is often overlooked. Service technicians are usually in the field to fix the customers’ problems proficiently, and should not be bothered with any other issues that could delay or hold their work. Be it preventive maintenance, unscheduled repair or warranty replacement, troubleshooting and decision making in the field is often intricate and time-consuming. Also, field technicians strive to understand complex contract or warranty entitlements, policies, or service bulletins to make on-field decisions on troubleshooting or to evaluate the coverage for billing and warranty or service contracts. Therefore, it’s important for organizations to mobilize their field service staff by automating the field service tasks, and connecting transactions in the field with warranty, contracts and other backend ERP systems.