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LARGE CONSUMER ELECTRONIC BRAND HAVING REVENUE LEAKAGES IN THE WARRANTY CLAIM PROCESS

BACKGROUND

A consumer electronics brand with 1,250 service partners across India, has been facing challenges in warranty claim process. Under the existing process, the service partner had to seek email approval for replacing costly parts for in-warranty units. After replacing the part the defective parts has to be sent back to company’s warehouse. Company is supposed to validate the replaced item for approving the CN for warranty replacement. However, company has been receiving invalid and fake parts. The lack of tracking at individual item level prevents the company from tracking back to the origin resulting in revenue leakages and disputes. Also company has been facing challenges in tracking the return of defective items against the warranty claims resulting in ageing of claims.

BLUBIRCH SOLUTION

Blubirch provided a solution that allowed service partners to initiate the claim using an online application that enabled them to capture the condition of replaced item, defect type and also provide a unique identifier for the item. The company on the other hand gets the real time visibility of all warranty claims and items pending pickup from service partners along with alerts in case of excessive or unwarranted claims. On receipt of the items at warehouse, company is able to scan the unique identifier and link the item with respective claims. Also the inspection team at warehouse can easily validate variance in item condition vis-a-vis what was reported.

ACCOMPLISHMENT / BENEFITS

This solution helped client in eliminating all invalid warranty claims and the disputes arising from variance in product condition when received at the warehouse. With the help of auditable annotated images captured by service partner, client is able to establish the veracity of claims easily and thus solving the disputes conclusively .