Service leaders striving to drive down cost, increase revenue, and improve customer value need to streamline warranty and contract management processes. PTC’s solution automates and improves the warranty lifecycle, while award winning analytics allow service leaders to identify and resolve issues quickly across the install base. Along with our technology, our approach to solution planning, implementation, and adoption minimizes risk, accelerates time to value, and ensures maximum return on investment.

1. WARRANTY & CONTRACT
Management TodayMADE IN THE USA
3011417443-0014587-63247412

2. When product sales are uncertain
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Operational Consistency
WARNING!!! - Questionable Operational Consistency
X
X
X
X
and operational consistency is unattainable,

3. CEO
CXO CSO
VP VP VP
Director Director
SERVICE PROFIT$
are driven to increase their
More and more,
SERVICE EXECUTIVES
£
¥
€
$

4. How do they ACCOMPLISH this??
! IMPROVEMENT in Warranties & Contracts
EXTENDED
CONTRACT
WARRANTIES CONTRACTS
A. B.
The same
Much better

5. NOTE “B” FOR BILLION
THIS IS GOOD FOR:
1. PROFITS
2. REVENUE
3. BOTTOM LINE
4. PRODUCTIVITY
5. GOALS
6.......
WHAT
WE KNOW
Manufacturers worldwide spend up to7%
of product revenue on warranty claims each year
Worldwide
THISTOTALSMORETHAN
3. $
50billion
In the United States alone
THIS ADDS UP TO APPROXIMATELY ~$
23billion
1.
2.

6. But have you considered...
The
On average, servicecontracts&warrantiescontribute
31%
of total ServiceRevenue
and even better,
there’s room to GROW
PLUS SIDE to warranty management?

7. SO WHAT’S HOLDING
everyoneback?

8. Functional silos1.
Lost cross-enterpriseknowledge2.
Poor data quality6.
Low supplier recovery7.
Warranty processes that don’tconsiderproduct issues8.
An inability to identify and resolve product & service issues9.
A lack of visibilityfor improvement3.
Inefficient parts returns4.
5. Manualclaimsmanagement

9. Allresultingin:
HIGH MISSED
LOW UNRELIABLE
Warranty
Costs
Revenue
Opportunities
Dealer &
Customer Value
Product &
Service Quality
?

10. And because a large impact on warranty cost is
the product’s performance, the opportunity to
improve warranty means being sure the product
performs as intended OR BETTER.

11. How can manufacturers achieve this?
By putting product information at the center
of the warranty lifecycle.
A product’s performance is tracked
by understanding its service events.
?
!

12. YEAR1-3
ServiceEvents
YEAR3-6 YEAR6-9 YEAR9-12
Maintenance
June12,2008
Failure
June12,2008
Maintenance
June12,2008
Maintenance
June12,2008
Failure
June12,2008
Maintenance
June12,2008
Maintenance
June12,2008
Failure
June12,2008
This data writes a product’shistory

13. PTC Warranty and Contract Management
solution CAPTURES it all
1. Warranty Registration
2. Claims Processing
3. Parts Returns
4. Supplier Recovery
5. Extended Warranty
6. Service Contracts

14. Having this complete record creates an
as-maintained billofmaterials(BOM)
BOM
Service Supply Chain
Help Desk
Service Technician
Warranty Claims
WARRANTY
PLANNING
WARRANTY
ANALYTICS

15. Everyone can leverage the same knowledge to
improve product performance
andthecustomerexperience.
BEFORE WARRANTY
MANAGEMENT
AFTER WARRANTY
MANAGEMENT
PRODUCT PERFORMANCE
PRODUCT PERFORMANCE
BEFORE WARRANTY
MANAGEMENT
AFTER WARRANTY
MANAGEMENT
CUSTOMER EXPERIENCE
CUSTOMER EXPERIENCE

16. PTC Warranty and Contract Management
solution offers
Industry-leadinganalytics to proactively
detectissues
Anticipate serviceneeds and
identify fraudulentclaims
Directly helping manufacturers to limit
overallwarrantyexposure
1.
2.
3.

17. Best-in-classManufacturers who
have implemented a StrategicApproach
to WarrantyandContractManagement...
TheBenefits:

18. 89%
51%
Retaincustomers
at a rate of:
for those with
nowarrantyandcontract
managementsolution
vs.
90%
40%
Servicecontracts
renewed:
for those with
nowarrantyandcontract
managementsolution
vs.

19. To do list:
Improvecustomervalue
Improveprofits
Increaserevenue

20. When your productperforms
Beyondexpectations
Risks are diminished
Warranty claims are lowered

21. are minimized
Servicecosts
all contributing to an improved overall
for you and your customers
serviceexperience

22. Increasecustomervalue
with the PTC award-winning
Warranty and Contract Management Solution.
PTC.com/go/warranty

23. WantMore?
PTC.com/go/warranty-contract-whitepaper
DownloadPTC’sWhitepaper on warranty management
to learn how a product-centric approach to warranty and
contract management is the key to gaining the latest and
best product knowledge.