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Home > Newsroom > Case Studies |
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 Product Warranty Programs Client: The client was a manufacturer of multimedia computer hardware, such as sound cards, CD-ROM drives, and video capture cards. Project Overview: The Client had a multi-tiered distribution channel which made it difficult to co-ordinate and manage warranty programs, as distributors were often not certain if the alleged faulty product had indeed been sold by them. The Client was looking to manage their warranty programs through ONE centre, rather than through several distributors. Challenge: There were several issues associated with warranty replacements: 1. Warranty authorisation had to be linked to a technical support function to ascertain that the product was indeed faulty. 2. If the product was faulty, there was a need to verify that it fell within the manufacturer's warranty policy and period. 3. Processing of warranty - when a product was brought in, it had to be tested and checked. If it was faulty, it then needed to be replaced or repaired. This involved inventory management of warranty stock. 4. Many other issues associated with warranty required qualified management control. Solution: Due to the integrated nature of our services, SGS was able to successfully co-ordinate and manage the Client's warranty program. We integrated our technical support call centre via a RMA (Return Merchandise Authority) with our warehouse, which managed the control of both types of inventory. The call centre was measured on the accuracy of their "fault codes" after product testing. Project Details: · Provided technical support to the Client's customers via our Call Centre · Managed the database details of the products brought in by customers · Product testing / verification of warranty request · Management of warranty inventory · Stocked and replaced products based on the testing and authorisation of our technical support team · Provided the replacement of defective products covered under a client's warranty period · Dispatched new product to the customer(s) · SGS was able to track identification performance of warranty identification SGS decreased the Client's warranty claims by 40%. |
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