Oracle Customer Relationship Management Application Automates Warranty Administration, Claims Management, Settlements and Supplier Recovery
Redwood Shores, Calif. – January 31, 2011
Oracle today introduced Siebel Warranty Management, one of the many modules of the Oracle’s Siebel Customer Relationship Management Applications (tinyurl.com/2ft97e2) product family, to help automotive companies streamline their warranty claims and supplier recovery processes.
Currently available as part of Siebel CRM Applications Release 8.1.1, Siebel Warranty Management helps automotive companies, their dealers and suppliers improve cash flow, profitability, dealer performance, supplier performance, and customer satisfaction by extending a complete warranty management solution that dramatically reduces the complexity and costs of managing vehicle and parts warranty and supplier recovery processes.
Developed in collaboration with Wipro, the Oracle Warranty Management solution is a comprehensive, prebuilt warranty claims management solution that enables automotive companies to proactively make informed, actionable decisions about claims, repairs, replacements and recalls–and ultimately drive toward optimized performance across the product warranty lifecycle.
Siebel Warranty Management Capabilities
Warranty Administration: To streamline processes, this module enables manufacturers to effectively administer product warranties, coverage lists, repair, fault, trouble codes, repair time setup, and warranty policy registration. Accurate definition of key information improves downstream claims processing and in root cause analysis.
Claims Management: Enabling automotive companies to automate warranty claims entry via partner portals or through web service integration, Siebel Warranty Management also manages entitlement verification, pre-warranty authorization, rules based claims verification and claims approval and rejections. With this functionality, automotive companies can now provide their dealers and 3rd party service providers, real-time information into warranty coverage for a claim and help reduce errors during warranty claims data entry.
Claims Processing: Siebel Warranty Management has added functionality with the integration with Oracle Policy Automation (OPA). With Oracle Policy Automation, automotive companies are now able to handle and efficiently manage even the most complex warranty policy rules around products, customers, dealers & geography - in natural language- without the need for specialized software programming. By automating this process, automotive companies are able to become more agile to changes in the market as well as streamlining customer service.
Settlement: Siebel Warranty Management fully integrates to customer’s existing financials system streamlining payments to dealers and eliminating the need for manual reporting, while improving dealer’s visibility into their claims, and payment status.
Supplier Recovery: Siebel Warranty Management provides fast, accurate and secure supplier parts warranty verifications, simplifies supplier claims creation, return parts/RMAs and tracks supplier claims against actual recovery to heighten visibility into the cost recovery for failed parts.
“Oracle’s commitment to our automotive customers is indisputable with the introduction of Siebel Warranty Management and the latest innovations from Oracle’s Siebel CRM Automotive 8.1.1 and Oracle Policy Automation 10,” said Anthony Lye, Senior Vice President of CRM, Oracle. “With the release of Siebel Warranty Management, Oracle provides automotive companies the ability to get a comprehensive view of a customer from prospect to ownership lifecycle within a complete and integrated marketing, sales, and service solution. Processing warranty claims is complex and directly impacts automotive companies’ profitability, customer satisfaction, and dealer relationships.”
“Wipro has worked with Oracle in developing the Warranty Management solution and believes that the solution will help our Automotive customers manage their claims more efficiently and accurately,” said Hirak Kayal, Global Head Oracle Alliance, Wipro Technologies. “We believe that a streamlined warranty process and analytics will allow customers to better predict their warranty exposure and better manage their warranty reserves. The solution will be hosted for demonstration at Wipro’s state-of-the-art Oracle Lab, OZONE allowing our clients to see the solution before their own infrastructure is up and running.”
"Oracle is responding to the dynamic changes in today’s automotive industry with the release of its Siebel Warranty Management solution. Developed on the top-ranked CRM platform, Oracle is the first to offer a customer-centric warranty solution for automotive companies," said Achyut Jajoo, Senior Director, Industry Solutions at Oracle. "In contrast to traditional warranty solutions which support more asset-centric processes, with this offering, Oracle provides automotive manufacturers complete visibility into warranty related information across the entire warranty value chain and throughout the customer ownership lifecycle. Now, automotive enterprises can see the same warranty and product defect information across the functional organizations whether service, quality, product design, or sales and marketing in order to improve the way they deliver customer experiences and product designs."
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