Mastering Warranty Claim Management with Empress

Guides & Tutorials
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Introduction

Introduction

The feature we will be exploring in this guide is the Warranty Claim Management in Empress. This feature is crucial for businesses that offer warranties or extended service agreements, as it allows teams to efficiently manage and track warranty claims from customers. The ability to easily access, sort, view and edit warranty claims can significantly enhance your customer service operations and ensure timely resolution of issues.

Accessing the Warranty Claim List

To access the Warranty Claim List, follow these steps:

  1. From the Empress home screen, navigate to Support.
  2. Select Warranty from the drop-down menu.
  3. Click on Warranty Claim.

Prerequisites

Before you can manage warranty claims, you’ll need to ensure that the following items have been created within Empress:

  • Customer: This is the individual or company that has made the warranty claim.
  • Serial Number: This is the unique identifier of the item for which the warranty claim is being made.
  • Item: This is the product that is under warranty or extended service contract.

Creating a Warranty Claim

To create a new warranty claim, follow these steps:

  1. Navigate to the Warranty Claim List and click on New.
  2. Select a Customer from the drop-down list.
  3. Input the Serial Number of the item for which the warranty claim is being made. Once entered, Empress will automatically fetch the details of the item and indicate its warranty status.
  4. Provide a description of the issue in the Issue field.
  5. Click Save to submit the warranty claim.

Warranty Claim Options

When creating a warranty claim, you’ll have a number of options to choose from:

  • Status: By default, this is set to “Open”. You can update the status to “Work In Progress”, “Closed”, or “Cancelled” depending on the situation.
  • Issue Date: This will automatically be set to the current date, but you can manually change it if necessary.

Features and Benefits

Item and Warranty Details

Once you’ve entered a serial number, Empress will automatically fetch the item’s details and warranty status. This includes:

  • Item Code
  • Item Name
  • Item Description
  • Warranty / AMC Status
  • Warranty Expiry Date
  • AMC Expiry Date

Resolution Details

Once a warranty claim has been resolved, you can provide details of the resolution. This includes:

  • Resolution Date
  • Resolved By
  • Resolved Details

Customer Details

Empress will automatically fetch the customer’s details, including their name, contact person, territory, customer group, and address. You can also enter a unique service address if it differs from the customer’s primary address.

Additional Information

You can also provide additional information when creating a warranty claim, including the name of the company from which the warranty or AMC was created, the person who raised the claim, and the company from which the warranty or AMC was issued.

Conclusion

The Warranty Claim Management feature in Empress is a powerful tool for businesses that offer warranties or extended service agreements. It provides a centralized location for managing, tracking, and resolving warranty claims, allowing your team to deliver exceptional customer service and ensure timely resolution of issues. For additional support or resources, please visit the Empress support page or reach out to our customer service team.