SAP Customer Relationship Management > Service > Warranty Management

Warranty Management

Main Process

 

 

 

See also

 

Warranties instill confidence in customers. In cases where a warranty claim is required, rapid processing of the claim can further strengthen the customer relationship. SAP CRM lets businesses manage the entire warranty and claims process – from return materials authorization (RMA) to receipt and inspection. Businesses, as well as customers, get visibility into the complete process. Service organizations can even coordinate with third-party logistics providers like shipping firms to assure timely customer credits and avoid unnecessary goodwill allowances.

  • Improved customer satisfaction:  Faster credits from approved warranty claims
  • Reduced costs:  Decreased costs due to fewer “goodwill allowances” given to disgruntled customers, because the business can not prove that the customer never returned the product that they claim they returned


The following business goals and objectives can be achieved through the implementation of these processes:

  • Improving Customer Service
  • Improving Service Delivery

Business Processes

Customer and Vendor WarrantySAP Component or Feature Available
The two different types of warranties supported are the customer warranty and the vendor warranty.

This process is supported by the following SAP and/or partner offerings

  • SAP Marketing (SAP CRM)
  • SAP Sales Management (SAP CRM)
  • SAP Service Management (SAP CRM)

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    Product and Warranty RegistrationSAP Component or Feature Available

    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.

    This process is supported by the following SAP and/or partner offerings

  • SAP ERP
  • SAP Marketing (SAP CRM)
  • SAP Sales Management (SAP CRM)
  • SAP Service Management (SAP CRM)

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    Warranty DeterminationSAP Component or Feature Available

    The system checks automatically during creation of a service order whether a warranty exists for the product, object or IBase that has been entered.

    A warranty check log contains information about checks that have been performed regarding existing warranties for a selected service product, including the result/status of the performed checks.

    Action to copy and filter warranty claim relevant items and other relevant order data into a new warranty claim.

    This process is supported by the following SAP and/or partner offerings

  • SAP Marketing (SAP CRM)
  • SAP Sales Management (SAP CRM)
  • SAP Service Management (SAP CRM)

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    Warranty Claim ProcessingSAP Component or Feature Available
    Enables customers to use case management to collect all information regarding the entire claiming process in one place.

    This process is supported by the following SAP and/or partner offerings

  • SAP Marketing (SAP CRM)
  • SAP Sales Management (SAP CRM)
  • SAP Service Management (SAP CRM)

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    Warranty AnalysisSAP Component or Feature Available

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

    This process is supported by the following SAP and/or partner offerings

  • SAP ERP
  • SAP Marketing (SAP CRM)
  • SAP Sales Management (SAP CRM)
  • SAP Service Management (SAP CRM)

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    SAP Product Available Partner Product Available SAP Product Available with Future Releases Partner Product Available with Future Releases Future Focus
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