5 min read
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.
