Justin Lai - Warranty Management workflow solution - Aug 2016

Name and title

Justin Lai, Senior Consultant (at the time of this use case - late 2015)

Use case name: Warranty Management Solution

Use case description:

Archer was used to develop a point solution to assist a team responsible for managing warranty claims made by this telecommunications business.

The Warranty Management Team at an Australian telecommunications provider was responsible for:

• analysis of faulty/returned network components to determine whether they fall under a warranty
• obtaining replacement/repair of goods under vendor warranties
• broader analysis of failures by vendor, to identify and remediate systemic issues causing repeated claims under warranty

In order to achieve this, the team had developed a four-stage process that was being carried out in spreadsheets. Whilst this worked initially, as the business grew, it become impractical due to the sheer size (and therefore loading time) of the spreadsheet, as well as the need for concurrency as the team had grown to four team members. This solution was configured to transfer the process from a spreadsheet into the Archer platform.

Innovative capabilities

• Integration with existing Warranty Management Systems using data feeds, to automatically populate new returns into the system on a weekly basis
• Development of workflows that utilised "inline edit" functionality to enable users to assign or close out multiple returns at the same time

Benefits

As a consultant, I'm not provided with exact figures to quantify the benefits, however the benefits of the solution included:

• automated reporting on the dollar value being "saved" by the warranty team (based on data about warrantied goods/services), eliminating manual monthly processing required to generate these numbers
• ability for the team to concurrently maintain the warranty and returns data
• automatically pulling in asset pricing data (stored separately to the returns data)

These benefits were immediately realised, as the process was an existing process being transferred from a manual spreadsheet based process into Archer.

Mention how this use case integrates with other use cases inside or outside Archer:

This use case was a standalone use case.