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.
This feature enables the dealers to file such claims after a repair job that was performed on the product. Repairs could be done either under warranty coverage/service contracts or due to a product recall that the manufacturer has initiated. The following are the various parts of the repair claim feature in MCO:
- Dealer user will have the ability to create a new claim on the dealer portal for a specific product.
- Dealer can add various claim jobs to this claim case -
- Warranty related repair
- Corrective action as specified in the product recall campaign
- Once the claim is submitted, it is routed to a claims agent who would review and approve the claim. The following are the actions that a claims agent can take on a submitted claim:
- Approve all claim jobs
- Reject all claim jobs
- Send back to dealer for additional details required
- Partially approve
The Manufacturing repair claim management advanced plugin allows the users to use the above features. Additionally, the claim submission process and the claim review and approval process are both rendered using playbooks. The playbook is made available to the following persona:
| User | Description |
| Manufacturing Operations Admin |
|
| Recall Manager |
|
| Recall Phase Owner |
|
| Claims Agent |
|
| Dealer Service Advisor |
|
| Dealer Operations Admin |
|
- New -
- Recall campaign creation, creation of phases and launching & publishing them to dealer.
- Submission of claims by dealer using the playbook on the dealer portal.
- Review and approval of the claims by the claims agent on the CSM workspace.
- Claim submission and review and approval are both rendered using playbooks and related activities.
- All of the above features are rendered in a playbook
- Changed - N/A
- Fixed - N/A
- Removed - N/A
Fore more details, please refer to the release notes below.
N/A