Before
- Retype every service email into a new case.
- Chase claimants for missing photos.
- Check coverage length in a PDF, model by model.
Roles
Service & Warranty
a manufacturing professional who handles customer service cases, warranty claims and replacement parts for products in the field
Your job, minus the screen work
You run the aftermarket desk. A customer reports a failure, and you open the case, find the unit, decide what the warranty covers, issue the return, order parts and book the technician. Every mistake at the front door turns into a disputed invoice later.
Where your week goes
- Retyping customer, serial and symptom from every email and portal ticket
- Searching shipment history for each serial's ship date
- Emailing claimants three times for photos, hour readings and proof of install
- Opening the warranty PDF for each model to check coverage
- Creating return authorizations one at a time
- Building the monthly claim summary for finance
What an agent takes over
- case
Case intake
Turns emails, portal tickets and photos into cases with the right customer, unit, priority and queue.
- claim
Claim completeness
Checks each claim against your checklist and sends one consolidated request for anything missing.
- coverage
Eligibility check
Does the date math, usage limits and exclusions from your coverage terms, and logs the rule it used.
-
Return authorizations
Issues the RMA from the case and sends the instructions.
-
Finance-ready data
Tags every claim by coverage type and cause for the reserve review.
What stays with you
- denied
Every denial, and the call when the customer disagrees
- partial
Goodwill decisions for strategic customers
- goodwill
Cause judgment on returned parts that don't fit a category
- pattern
Safety escalations, supplier recovery and spotting patterns for quality
Apps you already juggle
Your ERP, CRM, field service software, customer and dealer portals, Outlook, Excel and SharePoint. Product →
- ERP
- CRM
- field service software
- customer and dealer portals
- Outlook
- Excel
- SharePoint
A week, before and after
After
- Cases are created and routed before you arrive.
- Claims show up complete, or with one request already sent.
- Your queue holds only denials, partials and goodwill calls.
See every workflow for your role
See every case, claim, return, parts and service contract workflow for the aftermarket desk.
Service & Warranty workflow catalog 20 manufacturingNo prompts. No babysitting. No Integrations.