By using this site, you agree to the Privacy Policy and Terms of Use.
Accept
SmartData Collective
  • Analytics
    AnalyticsShow More
    construction analytics
    5 Benefits of Analytics to Manage Commercial Construction
    5 Min Read
    benefits of data analytics for financial industry
    Fascinating Changes Data Analytics Brings to Finance
    7 Min Read
    analyzing big data for its quality and value
    Use this Strategic Approach to Maximize Your Data’s Value
    6 Min Read
    data-driven seo for product pages
    6 Tips for Using Data Analytics for Product Page SEO
    11 Min Read
    big data analytics in business
    5 Ways to Utilize Data Analytics to Grow Your Business
    6 Min Read
  • Big Data
  • BI
  • Exclusive
  • IT
  • Marketing
  • Software
Search
© 2008-23 SmartData Collective. All Rights Reserved.
Reading: Decision management can improve warranty claims and customer experience
Share
Notification Show More
Latest News
cloud-centric companies using network relocation
Cloud-Centric Companies Discover Benefits & Pitfalls of Network Relocation
Cloud Computing
construction analytics
5 Benefits of Analytics to Manage Commercial Construction
Analytics
database compliance guide
Four Strategies For Effective Database Compliance
Data Management
Digital Security From Weaponized AI
Fortifying Enterprise Digital Security Against Hackers Weaponizing AI
Security
DevOps on cloud
Optimizing Cost with DevOps on the Cloud
Development
Aa
SmartData Collective
Aa
Search
  • About
  • Help
  • Privacy
Follow US
© 2008-23 SmartData Collective. All Rights Reserved.
SmartData Collective > Business Intelligence > CRM > Decision management can improve warranty claims and customer experience
Business IntelligenceCRMData MiningPredictive Analytics

Decision management can improve warranty claims and customer experience

JamesTaylor
Last updated: 2009/03/27 at 6:23 PM
JamesTaylor
4 Min Read
SHARE
- Advertisement -

Warranty Week (Computer Warranty Trends, 26 March 2009) had an interesting article this week about the rising rate of warranty claims in computer companies:

- Advertisement -

While other industries are seeing claim rates rise and accrual rates fall, warranty providers in the computer industry are seeing claims rise slightly and accruals rise a lot

This prompted me to write something because I think high-tech companies, and manufacturers more generally, need to rethink how they handle warranty claims and warranty service.

More Read

data analytics in employee gift giving

Using Data Analytics to Create a Great Employee Gifting Strategy

The Role of Analytics and BI in the Entertainment Industry
How To Enhance Your Jira Experience With Power BI
10 Best Practices For Business Intelligence Dashboards
6 Valuable Business Intelligence Lessons From Brexit

Not only is efficient and effective claims processing as important in warranty claims as it is in insurance claims, brand image and customer experience are tied up in both claims handling and servicing. Let’s face it, nothing destroys a brand or a customer experience like having problems with warranty claims or with equipment that is under warranty.

Yet companies don’t employ most of the people managing these touchpoints. Warranty claims and warranty servicing are often outsourced so the way a customer is treated is not really under a manufacturer’s control. Unless, of course, they are using a decision management approach to control customer treatment decisions like “should we repair t…


- Advertisement -

Warranty Week (Computer Warranty Trends, 26 March 2009) had an interesting article this week about the rising rate of warranty claims in computer companies:

While other industries are seeing claim rates rise and accrual rates fall, warranty providers in the computer industry are seeing claims rise slightly and accruals rise a lot

This prompted me to write something because I think high-tech companies, and manufacturers more generally, need to rethink how they handle warranty claims and warranty service.

Not only is efficient and effective claims processing as important in warranty claims as it is in insurance claims, brand image and customer experience are tied up in both claims handling and servicing. Let’s face it, nothing destroys a brand or a customer experience like having problems with warranty claims or with equipment that is under warranty.

Yet companies don’t employ most of the people managing these touchpoints. Warranty claims and warranty servicing are often outsourced so the way a customer is treated is not really under a manufacturer’s control. Unless, of course, they are using a decision management approach to control customer treatment decisions like “should we repair this out of warranty product” or “should we give this customer a loaner” or “is this a fraudulent claim”. All these warranty decisions and more can and should be managed using business rules and predictive analytics and only if they are does a company REALLY have control over the customer experience. In an outsourced world, like warranty, decision management is your friend.

- Advertisement -

I blogged about the Warranty Chain Management conference recently and I wrote a white paper (available at decisionmanagementsolutions.com/warranty) on using decision management to build next generation warranty systems.

 


Link to original post

TAGGED: bi, decision management
JamesTaylor March 27, 2009
Share this Article
Facebook Twitter Pinterest LinkedIn
Share
- Advertisement -

Follow us on Facebook

Latest News

cloud-centric companies using network relocation
Cloud-Centric Companies Discover Benefits & Pitfalls of Network Relocation
Cloud Computing
construction analytics
5 Benefits of Analytics to Manage Commercial Construction
Analytics
database compliance guide
Four Strategies For Effective Database Compliance
Data Management
Digital Security From Weaponized AI
Fortifying Enterprise Digital Security Against Hackers Weaponizing AI
Security

Stay Connected

1.2k Followers Like
33.7k Followers Follow
222 Followers Pin

You Might also Like

data analytics in employee gift giving
Analytics

Using Data Analytics to Create a Great Employee Gifting Strategy

9 Min Read
BI and analytics
Analytics

The Role of Analytics and BI in the Entertainment Industry

5 Min Read
power BI solutions
Business Intelligence

How To Enhance Your Jira Experience With Power BI

12 Min Read
business intelligence tools
Best PracticesBusiness IntelligenceExclusive

10 Best Practices For Business Intelligence Dashboards

9 Min Read

SmartData Collective is one of the largest & trusted community covering technical content about Big Data, BI, Cloud, Analytics, Artificial Intelligence, IoT & more.

data-driven web design
5 Great Tips for Using Data Analytics for Website UX
Big Data
AI and chatbots
Chatbots and SEO: How Can Chatbots Improve Your SEO Ranking?
Artificial Intelligence Chatbots Exclusive

Quick Link

  • About
  • Contact
  • Privacy
Follow US

© 2008-23 SmartData Collective. All Rights Reserved.

Removed from reading list

Undo
Go to mobile version
Welcome Back!

Sign in to your account

Lost your password?