inforln.com erp ln 10.4 using the new claim features

1Copyright © 2013. Infor. All Rights Reserved. www.infor.comCopyright © 2013. Infor. All Rights Reserved. www.infor.com 1

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]

mailto:[email protected]

2Copyright © 2013. Infor. All Rights Reserved. www.infor.com

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


• 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 $$


• 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 $$


How – Solution OverviewCosts of Goodwill and Supplier Claims


How – Solution Overview


How – Solution OverviewField Change Orders (FCOs) and Claims


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


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

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2 4

4


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


FCO processes from call

FCO

Customer

Claim

Service Order

Calllink

trans

fer

transfer

FCO line

present

FCO line


Yes, link


transfer

transfer

Accept warning of existing FCOVia Call FCO line claim or order

(FCO fulfilled for serial)

Field Change orders


Link FCO from Service order or claim

FCO

Customer

Claim

Service Order

FCO line

present

FCO line


Yes, link


link

link

Service order / claims detects presence of FCO lineLink optionally

Field Change orders


Solution Details


1. Transfer FCO to Customer claim – customer wants money in stead of repair

Field Change orders


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


3.Claim entered, not realized FCO present in system. System detects relation and proposes to link – only pay once

Field Change orders


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


What - DemoDemo Scenario:

Call – link to FCO – generate Customer Claim


Summary


• 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

inforln.com erp ln 10.4 using the new claim features

Software

infor ln

customer claim customer

supplier claims copyright

fco processes

fco present

fcoshigher customer

fcoservice order

closedservice order