Service partner enablement unit in warranty management system

• US 20050015271A1
• Filed: 06/04/2004
• Published: 01/20/2005
• Est. Priority Date: 07/15/2003
• Status: Abandoned Application

• Current Assignee: SAP AG (SAP SE)
• Original Assignee: SAP AG (SAP SE)
• Inventors: Iyer, Supriya
• Application Number:
  US10/860,009
• Publication Number:
  US 20050015271A1
• Time in Patent Office: Days
• US Class Current: 705/302
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: G06Q 30/012 Providing warranty services
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: Y02P 90/80 Management or planning

Abstract

An automated service authorization system for use in a manufacturer or warrantor'"'"'s computer system to validate and authorize requests for service. The system may respond to service requests by comparing repair request types to parameter data representing terms of either a warranty or a service agreement. If the repair request type matches the parameter data, the system may authorize and manage claims for service. The system may respond to entitlement lookup requests from service firms in a similar manner. Further, the system may provide service firms data regarding installed product bases for select customers, technical data regarding products to be repaired and parts availability data. Further, the system may include an analytic system to review claims data and determine financial viability of select service agreements or warranty policies.

Claims

1. A service entitlement lookup method, comprising:

responsive to an entitlement lookup request, retrieving customer data from a database of installed products by a customer identifier,

based on the customer identifier, retrieving from storage a data record representing service plan parameters applicable to the customer,

comparing an identifier of a repair type against the service plan parameters, and

generating a response to the entitlement lookup request indicating whether the repair type is valid based on the service plan parameters.

2. The method of claim 1, wherein the entitlement lookup request is received via a communication portal.

3. The method of claim 1, wherein the entitlement lookup request is received via an XML document.

4. A warranty entitlement lookup method, comprising:

responsive to an entitlement lookup request received via a communication portal, retrieving customer data from a database of installed products by a customer identifier,

based on the customer identifier, retrieving from storage a data record representing warranty plan parameters applicable to the customer,

comparing an identifier of a repair type against the warranty plan parameters, and

generating a response to the entitlement lookup request indicating whether the repair type is valid based on the warranty plan parameters.

5. The method of claim 4, further comprising generating a repair quote for the identified repair.

6. The method of claim 5, further comprising submitting the repair quote to an automated claims management system.

7. The method of claim 4, further comprising comparing the entitlement lookup request against stored service provide performance data.

8. The method of claim 4, further comprising comparing the entitlement lookup request against stored service level agreements.

9. An automated repair authorization method, comprising:

responsive to an repair authorization request received via a communication portal, retrieving customer data from a database of installed products by a customer identifier,

based on the customer identifier, retrieving from storage a data record representing warranty plan parameters applicable to the customer,

comparing an identifier of a repair type against the warranty plan parameters, and

generating a repair quote if the repair type is valid based on the warranty plan parameters.

10. The method of claim 9, further comprising comparing an identifier of a service firm submitting the repair authorization request to a database of authorized service personnel and, validating the repair authorization request based on a match thereto.

11. The method of claim 9, further comprising engaging a claims management system.

12. The method of claim 9, further comprising initiating a parts delivery process within an automated system and initiating ordering of a replacement part to maintain a stockpile of parts at a predetermined level.

13. An automated repair authorization method, comprising:

responsive to an installed product base lookup request received via a communication portal, authenticating a service firm that initiated the request,

if the service firm passes authentication, retrieving a customer record from an installed product database,

generating a request response that identifies to the service firm all products in the customer record.

14. A warranty management system, comprising:

a communication manager,

a first database representing a base of installed products, records therein including an customer identifier,

a second database storing data records representing warranty plan parameters applicable to customers,

an entitlement manager, responsive to an entitlement lookup request received from the communication portal, to

retrieve customer data from the first database,

based on the customer identifier, retrieve warranty plan parameters from the second database,

compare an identifier of a repair type against the warranty plan parameters, and

generate a response to the entitlement lookup request indicating whether the repair type is valid based on the warranty plan parameters.

15. The system of claim 14, wherein the entitlement manager further generates a repair quote for the identified repair.

16. The system of claim 15, further comprising a claims management system to receive the repair quote.

17. The system of claim 14, wherein entitlement manager compares the lookup request against stored service provide performance data.

18. The system of claim 14, wherein entitlement manager compares the lookup request against stored service level agreements.

19. Computer readable medium storing program instructions thereon that, when executed, cause an executing device to:

retrieve customer data from a database of installed products by a customer identifier, responsive to an entitlement lookup request received via a communication portal,

based on the customer identifier, retrieve from storage a data record representing warranty plan parameters applicable to the customer,

compare an identifier of a repair type against the warranty plan parameters, and

generate a response to the entitlement lookup request indicating whether the repair type is valid based on the warranty plan parameters.

20. The medium of claim 19, wherein the program instructions further cause the device to generate a repair quote for the identified repair.

21. The medium of claim 20, wherein the program instructions further cause the device to submit the repair quote to an automated claims management system.

22. The medium of claim 19, wherein the program instructions further cause the device to compare the entitlement lookup request against stored service provide performance data.

23. The medium of claim 19, wherein the program instructions further cause the device to compare the entitlement lookup request against stored service level agreements.