Warranty management and analysis system

• US 20050015273A1
• Filed: 07/08/2004
• 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:
  US10/885,866
• Publication Number:
  US 20050015273A1
• Time in Patent Office: Days
• US Class Current: 705/302
• CPC Class Codes: G06Q 30/012 Providing warranty services
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A warrantor computer system provides automated support functions that permit new and existing customers to enter into warranty agreements, alter existing warranty agreements or change customer profiles to identify new products subject to warranties. The warranty management system further provides a defect analysis and resolution service that compiles warranty claims for statistical analysis to identify product defects. Additionally, the warranty management system provides a service partner enabling service that manages services of partners performed pursuant to a warranty.

Claims

1. A warranty management system, comprising:

a communication unit,

a warranty sales unit to manage sales of warranty policies to customers via the communication unit,

a service partner enabling unit, to exchange claims data with service partners via the communication unit,

a defect analysis unit to analysis claims data stored by the system to identify product defects therein.

2. The warranty management system of claim 1, wherein the communication unit supports a portal-based communication interface.

3. The warranty management system of claim 1, wherein the communication unit supports a document-based communication interface.

4. The warranty management system of claim 1, wherein the warranty sales unit comprises:

a warranty configurator to interface with the customer via the communication unit,

a master data database storing data representing warranty policy terms, pricing information and product data.

5. The warranty management system of claim 4, further comprising a sales order system in communication with the warranty configurator.

6. The warranty management system of claim 1, wherein the defect analysis unit comprises:

a first database storing actual product performance data,

a second database storing expected product performance data,

a defect analyzer,

a performance analyzer to engage the defect analyzer based on a comparison of data from the actual product performance database and the expected product performance database, and

a defect resolution database to store data generated by the defect analyzer.

7. The warranty management system of claim 1, wherein the service partner enabling unit comprises:

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.

8. A warranty management method, comprising:

exchanging data with a customer terminal representing inquiries and responses pursuant to a warranty sales transaction,

responsive to an inquiry, retrieving warranty terms data from a database and transmitting the warranty terms data to the customer terminal,

responsive to an inquiry, retrieving warranty pricing data from a database and transmitting the warranty pricing data to the customer terminal,

responsive to a purchase inquiry, initiating a sales order process for a selected warranty.

9. The warranty management method of claim 8, wherein the exchanging occurs via a portal-based communication interface.

10. The warranty management method of claim 8, wherein the exchanging occurs via a document-based communication interface.

11. The warranty management method of claim 8, wherein the customer terminal is a POS terminal.

12. The warranty management method of claim 8, further comprising receiving product registration data from the customer terminal.

13. The warranty management method of claim 8, further comprising responsive to a warranty claim made under the selected warranty, generating a defect analysis notification to other agents,

exchanging product performance data with the other agents,

performing a defect analysis upon the exchanged product performance data, and

responsive to the defect analysis, storing defect resolution data in a database.

14. The warranty management method of claim 8, further comprising

responsive to a repair authorization request identifying the selected warranty, 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.

15. Computer readable medium storing program instructions that, when executed by a processing device, cause the device to:

exchange data with a customer terminal representing inquiries and responses pursuant to a warranty sales transaction,

responsive to an inquiry, retrieve warranty terms data from a database and transmitting the warranty terms data to the customer terminal,

responsive to an inquiry, retrieve warranty pricing data from a database and transmitting the warranty pricing data to the customer terminal,

responsive to a purchase inquiry, initiate a sales order process for a selected warranty.

16. The medium of claim 15, wherein the device comprises a portal-based communication interface.

17. The medium of claim 15, wherein the device comprises a document-based communication interface.

18. The medium of claim 15, wherein the customer terminal is a POS terminal.

19. The medium of claim 15, wherein program instructions further cause the device to receive and store product registration data from the customer terminal.

20. The medium of claim 15, wherein program instructions further cause the device to

generate a defect analysis notification to other agents in response to a warranty claim made under the selected warranty,

exchange product performance data with the other agents,

perform a defect analysis upon the exchanged product performance data, and

responsive to the defect analysis, store defect resolution data in a database.

21. The medium of claim 15, wherein program instructions further cause the device to

retrieve customer data from a database of installed products by a customer identifier in response to a repair authorization request identifying the selected warranty,

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