The ServiceNow® Manufacturing Commercial Operations (MCO) product empowers you to optimize sales, support, and service operations—enhancing operational efficiency, reducing costs, and boosting productivity.
The Manufacturing Recall Claim Management application from ServiceNow enables customers to:
Manage recall campaigns efficiently by streamlining collaboration with dealers to resolve claims. Dealers are supported in submitting repair claims for work performed as part of recall campaigns. OEM assessors benefit from a playbook-guided experience that helps them review and resolve claims effectively.
Oversee warranty repair claims through seamless collaboration with dealers. Dealers can submit, edit, and track claims related to warranty repairs, while OEM assessors follow a guided playbook process to evaluate and resolve claims consistently.
Repair Claim Management Application Features
Claim Initiation
A dealer service advisor can initiate a claim for a specific product by identifying it through its serial number. The corresponding asset record is automatically selected when the claim is created.
Adding Claim Jobs
The dealer service advisor can add one or more claim jobs within the claim. Each claim job corresponds to either a warranty-related repair or a corrective repair performed as part of a product recall campaign.
Detailed Job Information
Each claim job captures comprehensive details, including:
- Parts replaced
- Labor codes associated with the repair
- Any external services utilized
- Miscellaneous charges
Additionally, various types of attachments can be added both to individual claim jobs and to the overall claim record to support documentation and provide further context.
Claim Review and Resolution
Once submitted, claims are reviewed by a claims agent who can:
- Approve the claim in full
- Reject the claim
- Partially approve the claim
- Request additional information by sending the claim back to the dealer for further details
- New - Create repair claim, add asset details, add claim job details, submit. Review and approve/reject/partially approve/send back claims.
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