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Understand the usage of Warranty Policies within CRM.COM
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Table of Contents
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What are Warranty Policies?
A Warranty Policy defines how physical goods bought by customers can be replaced, free of charge, within a specific period of time after the purchase.
Multiple warranty policies can be defined and be active at the same time. Each warranty policy defines the traceable goods or product types or brands or families which can be covered and the period during which the physical goods will be covered after their purchase. They are applicable only for traceable physical goods which are sold to customers - ether directly or indirectly - within CRM.COM (through Jobs).
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Warranty Policies are applicable only for sold traceable physical goods that are provided on subscriptions. |
Glossary of key terms
| Term | Description |
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| Warranty Policy | Simply this is the definition of the policy on how a set of traceable goods are covered by warranty. |
| Coverage | The term that indicates whether a traceable item is under warranty, or in other words, covered by a specific warranty policy |
| Physical Good under Warranty | Indicates that the physical good has a valid Warranty Policy with remaining coverage period |
| Physical Good out of Warranty | Indicates that the physical good does not have a warranty policy or if a warranty policy exists, then its coverage period has expired. |
| Coverage Reason | Indicates the reason a physical good which is under warranty is required to be changed. According to the reason the system decides if the replacement will be free of charge or not. |
| Replacement Coverage Policy | On changing a physical good which is under warranty, the Replacement Under Coverage Policy will determine whether the warranty policy will be transferred to the new physical good, or not, or whether a new one will be applied. |
| Warranty Remaining Duration | On changing a physical good which is under warranty, if the warranty policy is carried over to the new item then the Warranty Remaining Duration represents the time left till the warranty period is over. The period is calculated based on the date that the warranty policy was applied on the old physical good and the coverage period defined on the warranty policy. Note that this is only applicable when warranty policies are carried over from one physical good to another. |
Warranty Policies Key Processes and Concepts
| Processes / Concept | Description |
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| Automatic determination of Warranty coverage | At the point of order and sale (through CRM.COM Jobs) the system will apply the Warranty Policy automatically. If more than one policy can cover the physical good, then the most recently created (most recent valid from date) policy is applied. |
| Checking Warranty coverage of physical goods | When a physical good requires replacement then the agent can check whether the physical good is still covered by warranty as well as if its replacement will be free of charge, depending on the cause of damage, via raising a Service Request. |
| Transferring Warranty coverage between physical goods | Define whether a good that replaces a defective good carries over the remaining warranty time or resets for the whole warranty |
| Billing of replaced physical goods with Warranty coverage | On replacing a physical good under warranty, decision on the billing (bill new physical good or replace for free) is automatically determined, based on the coverage reason that the good needs to be replaced, which is selected by the agent. Note: Coverage reasons are configurable |
| Moving damaged replaced physical goods to specific warehouses | Sold physical goods under warranty, that are replaced for free, are returned back to one of your company's warehouses. (As opposed to damaged sold physical goods that are not replaced for free, which remain to the customer's location). Physical goods are returned to different warehouses, based on whether the initial sale was done by your company or a partner. |
| Warranty Policy Management Tools | Dashboards and a report are available to offer an overall picture of warranties provided by your company:
In addition for each Installed Item with warranty coverage a Printout is available that can be printed directly from the item's page. |
Access & Viewing Controls
Network Characteristics define the level of access for each record. i.e. Whether it will be available for selection, for viewing or editing etc.
| Entity | Network Characteristic | Description |
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Warranty Policies | Controlled Selection Entities | A warranty policy can be applied on a physical good, only if the user adding the physical good on the Job belongs to one of the Organisational units added in the Allowed Organisational Units (AOU) of the warranty policy, or a collaboration exists between his unit and the AOU of the warranty policy, or is a superuser. |
| Warranty Coverage Reasons | Global Viewing Entities | Warranty coverage reasons have no access restrictions. They can be viewed and selected by all logged in users. |
Warranty Policies Related Modules
| Interaction Entity | How |
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| Installed Items | The Installed Items are the traceable physical goods that the Warranty Policies are applied to when added or swapped via Jobs |
| Jobs | Warranty Policies are applied automatically by the system on physical goods at order taking (through a Job).
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| Service Requests | Raise Service Request on damaged physical goods and check whether they are under warranty coverage |
| Inventory Management | Allows you to specify the warehouses where damaged physical goods under warranty and replaced for free will be returned |
| Reports | Reports specifically developed for warranties, such as a report to provide the number of physical goods that have been sold and are under warranty or their warranty has expired |
| Dashboards | Dashboards specifically developed for warranties, such as Dashboards to provide information on raised Service Requests or Jobs for swapping physical goods |
Warranty Policies - Business Examples
The following section provides business examples to help you understand how the CRM.COM Warranty Policies module is used.
Apply Warranty to replace damaged physical goods for free
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Business Requirement Company ZX would like to provide a Warranty period for 24 months to decoder products that have been bought by its customers
CRM.COM Solution • Coverage Reasons Set up the following Coverage Reasons
• Warranty Policies Set up a Warranty Policy with the following attributes 24 months New Sales Warranty
• Job Types Set up 2 Job Types
In the New Subscription add the Warranty Policy: 24 months New Sales Warranty User Process • Create a new Subscription - Sell a new Decoder For every new Subscription created via New Subscriptions Jobs, any decoders added on a subscription will automatically get a warranty that will expire 24 months after their removal from the warehouse (i.e. on the day of the addition.) • Customer with faulty decoder When a customer calls in with a fault on his sold decoder then the user will Raise a Service Request • Transfer the new item to the customer
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Replace physical good and charge for its replacement
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Business Requirement Company ZX would like to provide a Warranty period to decoder products that have been bought by its customers for 24 months. The warranty will cover the full replacement of the product for free in case that it is faulty, however if the damage is identified as intentional then the customer will need to pay for the new item. In both cases the new item should get a new warranty policy whose warranty period will start from the beginning. (i.e. for another 24 months)
CRM.COM Solution
• Coverage Reasons Set up the following Coverage Reasons
• Warranty Policies Set up 1 Warranty Policy with the following attributes 24 months New Sales Warranty
• Job Types Set up 2 Job Types
Add the 24 months New Sales Warranty to both Job types. User Process • Create a new Subscription - Sell a new Decoder For every new Subscription created via New Subscriptions Jobs, any decoders added on a subscription, will automatically get a warranty that will expire 24 months after their removal from the warehouse (i.e. on the day of the addition.)
• Customer requires Decoder Swap due to When a customer requires to swap his decoder and the agent identifies that the damage has been intentional then: Raise Service Request • Transfer new item to the customer
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Related Areas
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