Enhanced Customer Service and Warranty Management - Element ID

Enhanced Customer Service and Warranty Management

We often hear complaints that it is difficult to provide high quality service when you don’t have a lot of data about the product the customer has in her possession. Serialization is often desired, but ruled out because of cost. Adding serialized data or even lot or date code information that can be automatically captured during the production process (using either RFID or barcode) can arm your customer service and quality departments with the data they need. By automating the data capture, you can greatly reduce the cost of capturing that data and create a competitive advantage and make serialization and tracking affordable.

Some customers need access to raw material certification files. The traceability provided by automatic data collection allows you to link the certifications directly to the finished product in your ERP system and get those records to the customer at much lower cost and with complete accuracy.

Additionally, we have done a project with a manufacturer that makes commodity building materials that are difficult to identify once installed. In the past, when an end customer called for warranty service, if was difficult and expensive to determine if it was this manufacturer’s product and responsibility to repair. It was also very difficult to determine age of the product. By embedding RFID, they can now know whether it is their product or not and easily identify the lot code.

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Warranties account for $24B annual business costs in the US

  • 2% of every sale allocated towards warranty spending ($1MM every day)
  • 15% of warranty spending results from fraudulent or invalid claims
  • Eliminating fraud-related spending can lead to savings exceeding $99MM annually

Data collection is critical to reducing warranty expenses

  • Companies with data systems have decreased warranty claim and processing costs by up to 25%
  • Fully-automated processing costs less than 40 cents per invoice
  • Manual or semi-automated procedures can amount to over $16
    • 40x more expensive than automated processing

Companies with data collection systems alleviate pressure on customer contact centers

  • Up to 20% reduction in warranty claims
  • Invoice processing time averages 2.75 hours per claim
  • Up to 15% reduction in contact center interactions

Typical Equipment Used

Business Problems This Can Help Solve

  • How can I capture the production data I need for better customer service?
  • How can I reduce the cost of generating warranty records?
  • How can I automatically track service history for a product?
  • How can I track the warehouses, distributors, and retailers a product went through to get to market?
  • How can I capture data to better manage my sales channels?
  • How can I reduce the cost of figuring out whether a product is under warranty?

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