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LN: v10.4 Using the New Claim FeaturesRollout trainingCampus Course Code: 02_0021040_EEN0457_ELN
July 2014
Gerrit Willem Slotman, Senior Business Analyst, [email protected]
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Agenda• Costs of Goodwill and Supplier Claim• FCO and Claim• Why
• Business value
• Pain & perspective
• How• Solution Overview
• Solution Process
• What• Solution Details (Demo of Call – FCO and Customer Claim)
• Summary
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• Goodwill or guarantee to customer cannot be invoiced • Supplier should pay!
• Not possible to send invoice to customer (for regular service work) and to supplier (for goodwill costs) for same service order
Why – Claim Costs of Goodwill
• Costs covered by goodwill or guarantee can be claimed at supplier(s)
• More cash flow in because of lean supplier claim procedure
• Collect $$ at multiple different Business Partners for same service order – fully traceable
Business pain How Infor delivers Business Value $$
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• Not possible to give money iso performing repair for open FCO
• Refund not possible when Service Work should have been covered under FCO
• No detection of FCO when claim is registered
• Claimed FCO money at supplier (e.g. OEM) not recognizable in finance
Why – FCO and Claims
• FCO can be followed up via • Repair (service order)
• Refund (claim)
• Claims and orders tagged and related to FCO
• System detects existence of outstanding FCO’s
• Less costs in managing FCO’s
• Higher customer service since system detects open FCO’s
Business pain How Infor delivers Business Value $$
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How – Solution OverviewCosts of Goodwill and Supplier Claims
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How – Solution Overview
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How – Solution OverviewField Change Orders (FCOs) and Claims
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Field Change Orders processes in practice
DealerOEM
Customer
Execute Service Order same problem repeats
Please start FCO
Service order 123 (closed)Service order 456 (closed)
FCOs generates:Serv order FCO0001Serv order FCO0002Serv order FCO0003
Customer
You get refund of money
All FCO costTo be paid by OEM
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FCO processes – linked to LN objects
FCO
Customer
Claim
Service Order
Call SupplierClaim
1. Transfer FCO to Customer claim – customer wants money in stead of repair2. Service order closed and paid by customer, in fact FCO work.
Enter Customer Claim for Euros, copy lines from Service Order, tagged to FCO 3. Claim entered, not realized FCO present in system. System should detect relation
Follow up action: cancel the FCO or execute asap (depends on cust claim)4 Supplier claim to OEM as a consequences; In Finance see your money coming from OEM
31
2 4
4
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FCO processes from call
FCO
Customer
Claim
Service Order
Calllink
trans
fer
transfer
FCO line
present
FCO line
Link call to FCO line
Yes, link
CreateFCO lineNo, create
transfer
transfer
IGNORE warning of existing FCO
Field Change orders
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FCO processes from call
FCO
Customer
Claim
Service Order
Calllink
trans
fer
transfer
FCO line
present
FCO line
Link call to FCO line
Yes, link
CreateFCO lineNo, create
transfer
transfer
Accept warning of existing FCOVia Call FCO line claim or order
(FCO fulfilled for serial)
Field Change orders
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Link FCO from Service order or claim
FCO
Customer
Claim
Service Order
FCO line
present
FCO line
Link call to FCO line
Yes, link
CreateFCO lineNo, create
link
link
Service order / claims detects presence of FCO lineLink optionally
Field Change orders
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Solution Details
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1. Transfer FCO to Customer claim – customer wants money in stead of repair
Field Change orders
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2. Service order closed and paid by customer, in fact FCO work. Enter Customer Claim for refund; Copy lines from Service Order, tagged to FCO
Field Change orders
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3.Claim entered, not realized FCO present in system. System detects relation and proposes to link – only pay once
Field Change orders
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4. Supplier claim as a consequences;In Finance see your money coming from OEM
• Finance• Configure a mapping for FCO number and OEM BP code
• Send to Ledger account or financial dimension
Field Change orders
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What - DemoDemo Scenario:
Call – link to FCO – generate Customer Claim
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Summary
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• Goodwill or guarantee to customer cannot be invoiced • Supplier should pay
• Refund not possible when Service Work should have been covered under FCO
Summary: Costs of Goodwill and Claim / FCOs and Claims
• Costs covered by goodwill or guarantee can be claimed at supplier(s)
• FCO can be followed up via • Repair (service order)
• Refund (claim)
• Claims and orders tagged and related to FCO
• Collect $$ at multiple different Business Partners for same service order – fully traceable
• Less costs in managing FCO’s
• Higher customer service since system detects open FCO’s
Business Pain Solution Business Value
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