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Our client is a leading global electronics company with a footprint across 160+ countries with 22 manufacturing facilities, 28 R&D centers and 75,000+ employees worldwide. The company designs, develops, manufactures and sells consumer products, including television sets, mobile phones, air conditioners, washing machines, refrigerators and small electrical appliances. To serve their customers better, they offer industry-leading warranty on their products.

Our client has been struggling to manage their warranty returns due to the absence of an integrated warranty management system. Like most companies, our client has been using their CRM system to manage their warranty program. A CRM-based system only manages the logging of the warranty request and does not track the reverse journey of the warranty returned item after the customer issue has been resolved. This leads to manual tracking of the returned item, resulting in leakages and operational inefficiencies. Further, if the warranty is being fulfilled by replacing multiple parts on the defective unit, the CRM-based warranty system can only record one of the several parts that are replaced on the defective unit. As a result, there are significant issues vis-à-vis tracking of spare parts inventory and this can become an audit exposure as well. In addition, if the same item is brought back by the customer under warranty, there is no record of all the parts that were replaced under the earlier warranty claim.

Our client partnered with us to implement its integrated warranty management system for the effective management of warranty returns in accordance with terms and conditions across product categories.

As the leading market player in RA–PaaS or Returns Automation Platform as a Service, our forte lies in the end-to-end returns lifecycle management solution.

Our warranty management solution comprises:

• A CRM component that understands scenarios faced by clients in the reverse supply chain and thus allows mapping of multiple items to a single warranty claim ticket.
• A warranty claim request journey and a linked item/s journey process flow. While the warranty claim request journey ends with the customer issue resolution, the item/s journey [from reverse pick up till closure in form of repair, cannibalization or scrap] of the item/s mapped to that warranty claim request continues.
• A reverse logistics component that maps warranty return item/s to customer or warranty claim request and thus enables tracking and reverse pick up of the correct warranty return item.
• A warehouse management system [WMS] and inventory management system [IMS] component that enables processing of warranty returns to the end of warranty lifecycle of the item [repair, cannibalization or scrap]

Our solution helped our client streamline its warranty management process, improve productivity and enhance customer service.

Blubirch has the only full-stack, automated, single access and highly configurable returns solution in the market that offers clients a seamless experience. Our lifecycle solution for returns management is a combination of four software interventions — returns initiation, warehouse management system, returns inventory management system, and B2B remarketing. The solution enables the returns management process at some of the world’s largest retailers.

BLUBIRCH IS A MARKET LEADER IN RA-PAAS-RETURNS AUTOMATION PLATFORM AS A SERVICE-IMPROVING RETURNS PROCESSES AND UNLOCKING VALUE THROUGH ACTIONABLE INSIGHTS FOR RETAILERS, OEMS AND RESELLERS.