You use this process to create warranties in the system and to assign installed base components or individual objects to these warranties. The assignment can be performed manually, or automatically with reference to a product with warranty assignment. After registering an individual object, Internet customers in E-Service for example, receive the information about the automatically assigned customer warranty on their screen.

You use this process to create a service contract that can be used later on as a basis for service processes.

Allows customer service agents to handle complaints, address customer concerns, answer technical questions, assist with returned materials, and make exchanges. Customers can be identified using the relevant partner information or data about their installed base. Agents use the solution database to search for a suitable solution for their customer’s problem, create service orders, determine existing contracts, and select products from proposals if needed.

Warranty Claim Processing fulfills the needs both of manufacturers, importers or vendors of complex products and their suppliers. In this business environment, the prerequisites for a right to warranty are becoming more extensive and more complex. Warranty restrictions due to the length of service or age of the product, authorization processes and comprehensivecheck mechanisms in the warranty claim make warranty claim processing in many companies a timely and costly procedure. The number of incoming warranty claims has, understandably, increased in the wake of this decision. Warranty Claim Processing offers you a software solution that can deal with a large number of warranty claims comfortably and, as far as possible, automatically. Only those claims that produce negative results in the automatic checks are included in manual processing. You also have a maximum amount of flexibility as regards the warranty conditions that you can define.

The customer contacts the service provider with a request for his or her defective product to be repaired. You create an in-house repair order in SAP.

You can create a credit memo request if customers are charged too much, or a defective product is returned, or a complaint is made about a service performed.

After a detailed check, you can either release or reject the credit memo request. If the credit memo is released, the customer receives a credit memo for the full amount to be credited.

Provides information about the amount of products with or without warranty, and monitors expired warranties per Installed Base (IBase) and individual object.

Enables you to process product service letters in your enterprise. Product service letters are documents that contain previously identified or potential defects occurring or likely to occur in a product and the instructions for the execution of services that are necessary to eliminate these defects. Product service letters are either issued by the manufacturer and distributed to the dealers, or created by the dealers themselves.