Many of our clients include companies that we’ve worked alongside implementing CRM and ERP solutions. From our work with these companies, it became clear that there was a definite need for a comprehensive warranty management and product repair solution that was capable of supporting these needs.
To address this, Armanino recently developed a complete solution that works directly through Microsoft CRM to support manufacturing companies and the unique business processes associated with a product lifecycle.
Our solution helps to simplify these processes and provides warranty contract management that can be associated with the customer’s product install base. It also provides Customer Service Representatives (CSRs) with a repeatable structure that enables quality communication, faster resolution, improved scheduling, and advanced reporting – directly through Microsoft CRM.
Here are just a few capabilities that our solution offers. To learn more, download our product brochure, or see this solution on .
- Execute install base lookups
- Check Warranty status (both standard and extended warranties)
- RMAs that provide the ability to ship defective parts back to a repair location (termed “Depot” within the solution) or scheduling of field service technician(s) to perform the repair or replacement onsite
- Work Orders to simplify product repair and failure analysis
- The ability to send replacement parts
- Track shipping and automate the creation of return instructions (RMA Traveler)
- Alert CSRs along the shipping, repair, and return processes
- A work order is used within the Depot to:
- Track parts
- Manage required inventory
- Coordinate repairs
- Provide product disposition (e.g., scrap, return to customer, or return to inventory)
- Field Service support resource tracking of skills and schedules
- The capability to reserve assets or equipment needed for the repair
- Support of 3rd party repair technicians that can be paid and requested directly through CRM
