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Smart manufacturers are increasing their focus on post-sale warranty service for two important reasons: It's invaluable for reducing costs and improving customer satisfaction.
Warranty service can and should be about more than fixing product field failures. Companies must be proactive with warranty data by using analytics to surface emerging issues and accelerating the process of defining their root causes.
In order to produce these results, you must first make sense of the abundance of data collected from warranty claims. But simply reporting on warranty data is not enough. SAS Warranty Analysis empowers users to perform both reporting and analysis. Users can easily create and save specific data selection criteria to apply to any of the base analyses in the solution. These include both product attributes and claim/event attributes.
SAS Warranty Analysis integrates field performance data with key customer, product, manufacturing and geographic information in a manner that enables organizations to detect and correct issues months earlier and reduce warranty costs by approximately 15 percent.
This solution includes:
- Standard, Extensible Data Model. Integrate warranty claims, call center, technician hotlines, and other field performance data with sales, product, and repair information to gain a comprehensive view of field issues.
- Integrated Warranty Business Rules. Address the variation and complexities of warranty data by applying business rules such as sales lag profiles, usage distributions, maturity calculations, and seasonality adjustments.
- Warranty Dashboard. Use this Web-based, point-and-click dashboard to access the latest information on key warranty performance indicators, drill down to performance trends, and disseminate strategic objectives and information across the organization.
- Report Library. Make information available across the enterprise or limit it to specific users or groups. Provide automated reports to executives, dealers, suppliers and other users that focus them in specific areas.
- Emerging Issues. Automatically detect upward shifts in claims activity through an emerging issues system that simultaneously monitors production period, usage, and period, savings months off of the issue detection process.
- Warranty Reporting and Analysis. Combine and subset data through a series of easy to use filters. Quickly prioritize and define issues using a standard set of interactive, warranty-focused analyses. Conduct the filtering and analysis within a Project-based User Interface built around the warranty analysis process.
- Integrated Text Analysis. Find patterns in text from customer comments to technician notes. Identify groups of similar claims based on text content and highlight critical, quantitative variables that differentiate text-based groups. Move quickly from quantitative analyses to text analyses and back.
- Advanced Warranty Analysis. Unlock additional knowledge from the data by allowing advanced users to choose from hundreds of powerful analytic techniques all within an environment that does not require them to be programmers.
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Key Benefits
- Reduce warranty costs.
- Automatically detect emerging issues months earlier.
- Reduce detection to correction time.
- Reduce the size and cost of recalls.
- Increase the efficiency of problem-solving efforts for improved quality and customer satisfaction.
SAS Warranty Analysis is a component of SAS Service Intelligence, an integrated set of solutions for the post-production, aftermarket service chain that also includes SAS Service Parts Optimization and SAS Operations Optimization and the SAS Solution for Warranty Reserve Forecasting. By starting with SAS Warranty Analysis and then extending to other components within the SAS Service Intelligence suite of solutions, organizations can gain even greater benefit with the capability to monitor, predict and optimize the entire service chain. This family of flexible, extensible solutions includes prebuilt, service chain-specific data and analytical models, as well as streamlined processes and techniques that speed up both implementation and results, giving you a fast track to significant ROI.
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Industries
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