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      5 min read

      The Next Generation Warranty Software to Reduce Warranty Costs

      Over the last two decades, warranty software has been evolving and one can clearly separate this period into three distinct generations of software. Similar to the way the mobile phones have evolved from 2G, 3G and 4G, 2nd generation of warranty was before 2001, then 3rd generation was predominantly driven by web, now the Next generation of warranty is being led by confluence of mobile, cloud, and IoT technologies.

      In addition to the technology developments, businesses can also realize significantly better benefits from the next generation warranty software to reduce warranty costs and improve product quality by streamlining and unifying the entire warranty lifecycle

      The following table summarizes the key differences between different generations of warranty software:

      Feature or Capability

      2G Warranty Software

      3G Warranty Software

      4G Warranty Software

      Claim Entry

      Batch files, PDF forms

      Data entry using a Web Form

      Direct Feeds from mobile devices, diagnostic tools and connected products

      Claim interfaces (Dealers, Suppliers)

      Data re-entry

      Data re-entry or file import using a specific web form

      Direct interface with DMS, Supplier systems using web services

      Supplier recovery

      Manual batch files

      Auto generated – Supplier login/file exchange

      Web services to exchange data with Supplier systems

      Parts Returns (RMA)

      Separate Fax, Email or PDF

      Auto Generate RMA and print to PDF

      Integrate directly with Logistics/carriers (Fedex, UPS) for shipping labels, pickup and tracking

      Parts Receiving

      Enter manually using attached documentation

      Ability to scan bar code using special scanning devices

      Scan using any smart phone or mobile device to directly update receipt infomation

      Search

      Search using Key fields e.g. Claim #

      Database Queries allowing some wild card searches

      Fully indexed free form text search (Google model) speeding up searches while providing flexibility

      System scope

      Claims administration

      Dealer Claims entry + Claims administration

      Support incident analysis Service check-in, PDI, Service order and then generate Claim

      Focus

      Claim accounting

      Claim process automation

      Customer and Service Experience

      Time frame

      Batch processes (time frame measured in weeks)

      Online (time frame measured in Days/hours)

      Real-time (time frame measured in seconds)

      Target Users

      Administrators at OEM

      Administrators at Dealers

      Warranty managers, Field service, Techs – Customer facing professionals or End customers

      Decision Support

      Manual review

      Static Business Rules

      Analytical decision support

      ROI: Value/Cost

      Expensive to develop and maintain

      Expensive to customize and upgrade

      Cloud (SaaS), inexpensive Subscription fees, Auto-upgrade

      Development model

      Custom development

      Software package with heavy customization

      Configurable SaaS (Software as a Service)

      Partner Business model

      Services only (100% services)

      Services companies changing to product software. (60-70% services revenues)

      Software, SaaS product model (Much lower custom services component)

      Upgrade model

      Custom enhancements or changes

      Services intensive upgrade process (similar to original implementation)

      Automated software upgrades

      Leading technologies

      Mainframe, Client/Server

      Web

      Cloud, Mobile, IoT

      System type

      Systems of record

      Systems of record with web interface

      Systems of engagement

      Data Exchange

      Re-entry

      Import/Export, XML

      Light weight Web Services (RESTful/JSON)

      System Architecture

      Disparate and disconnected systems

      JEE (Java Enterprise Edition), 3 tiered but Monolithic modules

      Web Framework (Lightweight, Faster),  Plug-in components and services

      mize is leading the way to Next generation warranty software with mwarranty. Join Mike Stroffolino, Sr Product Manager with mize for a complimentary Webinar to learn about best practices and software capabilities to Unify and Streamline Warranty Lifecycle Management on Mar 10th, 2016 at 1 PM EST.

      On Demand Recording

      BLOG AUTHOR

      Michael Stroffolino