Service leaders striving to drive down cost, increase revenue, and improve customer value need to streamline warranty and contract management processes. PTC’s solution automates and improves the warranty lifecycle, while award winning analytics allow service leaders to identify and resolve issues quickly across the install base. Along with our technology, our approach to solution planning, implementation, and adoption minimizes risk, accelerates time to value, and ensures maximum return on investment.
2. When product sales are uncertain
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Operational Consistency
WARNING!!! - Questionable Operational Consistency
X
X
X
X
and operational consistency is unattainable,
3. CEO
CXO CSO
VP VP VP
Director Director
SERVICE PROFIT$
are driven to increase their
More and more,
SERVICE EXECUTIVES
£
¥
€
$
4. How do they ACCOMPLISH this??
! IMPROVEMENT in Warranties & Contracts
EXTENDED
CONTRACT
WARRANTIES CONTRACTS
A. B.
The same
Much better
5. NOTE “B” FOR BILLION
THIS IS GOOD FOR:
1. PROFITS
2. REVENUE
3. BOTTOM LINE
4. PRODUCTIVITY
5. GOALS
6.......
WHAT
WE KNOW
Manufacturers worldwide spend up to7%
of product revenue on warranty claims each year
Worldwide
THISTOTALSMORETHAN
3. $
50billion
In the United States alone
THIS ADDS UP TO APPROXIMATELY ~$
23billion
1.
2.
6. But have you considered...
The
On average, servicecontracts&warrantiescontribute
31%
of total ServiceRevenue
and even better,
there’s room to GROW
PLUS SIDE to warranty management?
8. Functional silos1.
Lost cross-enterpriseknowledge2.
Poor data quality6.
Low supplier recovery7.
Warranty processes that don’tconsiderproduct issues8.
An inability to identify and resolve product & service issues9.
A lack of visibilityfor improvement3.
Inefficient parts returns4.
5. Manualclaimsmanagement
10. And because a large impact on warranty cost is
the product’s performance, the opportunity to
improve warranty means being sure the product
performs as intended OR BETTER.
11. How can manufacturers achieve this?
By putting product information at the center
of the warranty lifecycle.
A product’s performance is tracked
by understanding its service events.
?
!
13. PTC Warranty and Contract Management
solution CAPTURES it all
1. Warranty Registration
2. Claims Processing
3. Parts Returns
4. Supplier Recovery
5. Extended Warranty
6. Service Contracts
14. Having this complete record creates an
as-maintained billofmaterials(BOM)
BOM
Service Supply Chain
Help Desk
Service Technician
Warranty Claims
WARRANTY
PLANNING
WARRANTY
ANALYTICS
15. Everyone can leverage the same knowledge to
improve product performance
andthecustomerexperience.
BEFORE WARRANTY
MANAGEMENT
AFTER WARRANTY
MANAGEMENT
PRODUCT PERFORMANCE
PRODUCT PERFORMANCE
BEFORE WARRANTY
MANAGEMENT
AFTER WARRANTY
MANAGEMENT
CUSTOMER EXPERIENCE
CUSTOMER EXPERIENCE
16. PTC Warranty and Contract Management
solution offers
Industry-leadinganalytics to proactively
detectissues
Anticipate serviceneeds and
identify fraudulentclaims
Directly helping manufacturers to limit
overallwarrantyexposure
1.
2.
3.
18. 89%
51%
Retaincustomers
at a rate of:
for those with
nowarrantyandcontract
managementsolution
vs.
90%
40%
Servicecontracts
renewed:
for those with
nowarrantyandcontract
managementsolution
vs.