WARRANTIES IN SAP CRM

Warranty – a promise made to the customer that does the following:

• Guarantees that a product is without defects
• Provides validity for a specific period
• Defines entitlements for repair or exchange of defect parts wholly or in part without charge
• Flexible creation and maintenance of warranties representing the warranty entitlements applicable for certain products
• Registration of warranty assignment to customers’ products and tracking of entitlement provided to a customer through product lifecycle
• Recognition and validation of warranty entitlement during all service-related business processes

Warranty analytics
Information provided about the amount of products with or without warranty. 

• Expired warranties monitored per installed base and individual object
• Warranty expense analysis
• Flexibility in defining start and end date rules for the warranty
• Different types of warranties – time-based, counter-based, both
• Warranty period and coverage can be defined as well
• All services and spares that are covered by the warranty can be defined as well as warranty exclusion rules

Assignment and Tracking of Warranties

Product master

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  • Warranty information for individual objects created with reference to a product, such as product registration via e-service
  • Warranty information for non-individualized customer products, such as complaint processing for consumer products

Individual object

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  • Assigned automatically when referencing a product master.
  • Enablement of date attributes for individual objects such as delivery date or installation date to be used for start date determination.

Installed base component

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  • Rule-based or manual maintenance of warranty start date.

Comparison with SAP ERP Service Management

• Warranty is its own object in CRM Service
• It can be created automatically when an equipment is downloaded from SAP ERP to SAP CRM
  The validity dates will be defined by date rules
• Warranties in SAP ERP cannot be downloaded, but they can be easily recreated in SAP CRM during the equipment download process
• Extended Warranties, which are paid for by the customer, can be modeled in a couple of ways:
  • As service contracts with their own pricing
  • As a service product that is added to a billable service order so as to charge the customer.
    • Along with this the existing warranty assignment dates can be extended