CISTECH
Warranty and Repair
Management System
WARMS
Warranty and Repair Management Systems
For Infor XA Release 7
Denise Luther – Sr. XA Consultant
WARMS Technical Manager
CISTECH, Inc.
Rod Fortson – Sr. XA Consultant
WARMS Product Manager
CISTECH, Inc.
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WARMS
Warranty and Repair Management for XA
Agenda
WARMS Facts & Features
CISTECH WARMS Design Strategy
 WARMS Processes
Service Central - Claim Header and Detail
Repair Central
 WARMS Demonstration
 Q&A?
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WARMS – Facts & Features Summary
 Provides an integrated solution to the entire Return and Repair process and XA
 Provides a professional image to customers for handling their Service requirements
 Electronic RMA’s, Deposit Emails, Repair Quotes, Automatic Follow-up Emails
 Built in Inventory Transaction for Receipt into Repair Center Warehouse
 Builds upon XA data and processes that are already in place at your Company
 Looks and feels like Power Link – requires limited Education/Training for Users
 Improved visibility of Warranty Costs for Returns and Repair Center Revenue
 Provides Customer Service and Product Support with Return Visibility
 Enables a new profit center: Repair Revenue!
 Web Enabled for instant Customer Claim Entry and RMA
 Integrated WARMS Reporting – Trends, Claim Status Analysis Summaries
 Requires Enterprise Integrator at R7
 System Link needed for Internet Web Portal
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CISTECH WARMS – Our Design Strategy
 WARMS should look and feel like your XA Applications
 Utilize Existing XA Objects for Plug and Play benefit !!
 Actual CO Line Item History Detail for Claim Item Validation
 Customer Shipments with Serialization for retrieval and tracking
 MO’s for actual repair orders
 COM Orders for Return to Customer - Warranty or Billable
 CISTECH Utilized Enterprise Integrator to create new WARMS RMA
Objects and built the logic around both XA and WARMS
 Develop ‘EPDM-like’ Quote development tool in Service Central
 Utilize System Link to extend claim submission and status to the Web –
great success! Comes into XA WARMS and waits for Management to
flag as if entered manually.
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WARMS for XA – 3 Main Components
Warranty Master Files
Service Central – Claim Management
Repair Central & XA Interfaces
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WARMS Master Files
Jim Simunek
Component One – WARMS Master Files
WARMS
Configuration &
Code Files =
FLEXIBILITY
1. Environment Controls for WARMS
2. Tailor your own RMA and Rejection
Emails
3. Customer Defaults for Warranty,
Emails, Quotes and Credit
4. Claim Responsibility Codes
5. Quality Codes
6. Material Markup for Repair
Claims/Quotes
7. Disposition Codes – Labor and
Material
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Flexible Warranty Controls – Out of the Box
Controls
SYSCTL for WARMS
CISTECH built Tailoring into WARMS to allow for Warranty Process
changes and Integration Features with your XA Products
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WARMS Service Central
Jim Simunek
WARMS – Service Central
“Using WARMS lets
us manage our
Warranty and
Repairs !”
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SERVICE CENTRAL - FEATURES
 ‘Service Central’ to create, track, and manage Returns/Claims
 Claims can be submitted (and tracked) from the web or Imported from your
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customers systems or entered directly on YOUR Web Site
Claims can be entered directly into WARMS by Customer Service
WARMS provides Electronic confirmation to customer (RMA/RGA)
Internal claim approval processes – E-Workflow for Return & Repair
XA Receipt of Returns built into WARMS – IMHIST/INVTXN for GL
Delivers any Deposit Requirement Emails for Repairs to Customer (Pre-TTE)
Credit Confirmations and financial holds for Billable Repairs
Deliver Repair Quotes electronically for Billable Repairs
Automatic Follow-up Quotes for Repairs based upon Tailoring
Creates XA COM Repair CO and MO’s for Warranty & Billable Repairs
Web Enabled for Customer Claim Entry, Tracking their RMA’s
Quickly improves Customer Service and your Corporate Image around XA
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Customer Service Central = Claim Central
The CISTECH “Service Central” Object comes packaged with multiple predefined Views, Subsets, and Workspaces.
The WARMS database is “Very Rich” with Repair and Customer Service data
allowing you to handle Customer Service, Product Support and all Return
Activities for your customers !! Built for companies that handle repairs and
those that deal with OEM Claim Processing.
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The RMA Structure for XA Returns/Repairs
WARM
RMA or
CLAIM
Number
XA FG ITEMS
On
Your WARMS RMA
RMA ITEM DETAIL – REPAIR QUOTE TO
XA COM ORDER DETAILS TO QC DETAIL
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Sample – Claim Workbench!
Customer Claims
Claim Items
Repair Log, COM Orders, MO’s,
Emails, Invoices ….whatever !
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Claim/RMA - Header Cards
CLAIM HEADER CARDS
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Claim/RMA - Header Cards
Claim/RMA Contact & General Data16
Claim Header Card Review
Delivering RMA/Quotes/Follow-ups
Inherited on the Claim from Customer Email Defaults
Who gets the RMA/RGA for Returning Goods?
Who gets the Repair Quote?
Who gets the TTE Deposit Email if Required?
Who gets a Repair Quote Follow-up email?
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Claim Header Card Review
Departmental Comments
Comments by Department
In addition to a History Log on the item(s) being
returned, WARMS allows each department to
keep comments at the Claim Header Level
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Claim Header Card Review
Return to Plant Card
Track the pickup of Unit(s) if your Team
Responsible
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Claim Header Card Review
Multiple Items on Same Claim - Returns
Claim – Items to be Returned/Serviced
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Detailed Item Information
Serialization Retrieval from XA COM Shipments
Each Claim can have multiple items – drilling into the ‘Items’ will allow the
Users to disposition, build Repairs, deliver Quotes, create XA Inventory
Transactions and build COM XA Orders for Non-Warranty Repairs
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Claim Detail – Each Claim Item
EACH RMA/SEQUENCE CAN BE WORKED SEPERATELY
•Return Quantity
•Receipts to XA Warehouse/Repair Center
•Serial Numbers available from XA History
•Repair/Replacement Components Card (Pricing)
•Labor Tasks and Activities to Repair (Pricing)
•Repair Quotes for Item
•QA/QC Item Disposition
•Repair History Log for each Item
•Generate XA COM Order
•Perform XA TW to Stage for Return
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Claim Approval – RMA Generation
Resend
Approve
Multiple Items Same Claim – Note
Sequence
Numbers
likecan
PO Items
Approved
Claims
generate an RMA Email immediately
for your customers – your logo, your
special terms, and any needed
documentation !
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WARMS Repair Central
Jim Simunek
XA Receipt of Returns
Recognize Receipt to XA for RMA
Returns – Create XA Inventory Txn
Receipt of Returns to WARMS and XA allows
Customer Service and Product Support to service
the Customer and Product !! Notice the Claim
Header Status is updated as Return Item Data is
updated at the Item Level .
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Product Support – Visibility on Receipts
The Claim Status clearly shows Product Support
and Customer Service when items are received at
the Plant, and place priorities on Breakdown and
Repairs !!
Status Codes allow for quick
E-Workflow
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WARMS – Handling Repairs
Repairs can be Billable or Warranty for your Returns
Quote development is for Non-Warranty claims
Foundation is original XA CO and BOM that built unit(s)
Labor Rates/Prices for Repair Tasks and Activities
Material Markups with PDM/EPDM – Strd./Avg./Last Cost
Quote Build-up is easy for Product Support and may
require multiple approvals before delivery to Customer
Workspaces allow for ‘ready to deliver’ Repair Quotes
Electronic quote to customer for Repairs – the Pipeline
Generate Consolidated Quote for all Repairs on an RMA
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WARMS – Quotes/Repair Readied
Returned Item One – 980_001
Total: $478.20
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WARMS – Quotes/Repair Readied
Returned Item Two – 980_002
Total: $376.60
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WARMS – Deliver Repair Quote
Deliver individual or Consolidated Repair
Quotes with the click of a button.
Notice the follow-up Date and Counts will be
set once the Repair Quote is delivered. This will
allow your Team to setup the Automated
Follow-up Call Feature of WARMS !
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Generate Consolidated Repair Quotes
If Non-Warranty, a Repair Quote can be emailed/faxed
by Customer Service, or Product Support – whoever is
Responsible for the original RMA for example !
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Repair Pipeline – WARMS Rocks
Automatic Follow-up to designated
Customer Email Addresses
Once a Repair Quote has been delivered – if a
Quote is not approved – an automatic Email can
be generated based upon WARMS Tailoring !
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CISTECH WARM Web Portal
CISTECH can quickly enable WARMS on your IIS, and have your Customers
interfacing and entering their own claims for XA Returns:
Welcome to Claims Manager
Get started by logging in and viewing your account
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CISTECH WARM Web Portal
Provide your customers with instant access to their Claims
and allow them to generate RMA’s for returns if required.
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WARM Reporting
CISTECH has built into the WARMS product some Host Job Extracts that allow you to review Claim Analysis
Data for Aftermarket activities. The integration is fully automated to Excel from XA Power Link with no file
transfers necessary by users.
Don’t forget – your Team can always use Power Link to extract specific data to meet their needs – but
CISTECH has the basics covered from Power Link.
• Claims Approved, Rejected,
Pending by Customer for any
Date Range
• Claims By Finished Good
Item and Replacement
Components (Failure Analysis)
• Claims by Customer/Item for
a Date Range
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WARM RMA Demo
RMA Entry and Repair for XA Products
Quick Review
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CISTECH
Warranty and Repair
Management System
Questions?
THANKS FOR ATTENDING
www.cistech.net
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Copyright © 2008 Infor. All rights reserved. www.infor.com.
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CISTECH
Warranty and Repair
Management System
For more information or to set up a live demo please contact:
Brock Miller at 704-814-0010 or email Brock at brock.miller@cistech.net
Or
Ben McCormick at 704-814-0001 – email Ben at ben.mccormick@cistech.net
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