Claims and Returns Management

Industry:

High Tech, Retail

Managing Claims and Returns

Business Problem 

• Collaboration with business partners requires manual data entry of claims based on phone call, mail or fax
• Unstructured communication with business partners for clarification
• Fragmented communication history
• Many similar process variants, changing over time
• Dynamic sub-processes dependent on claim content

Business Solution

• SAP NetWeaver BPM enables automating and streamlining the process for handling claims and returns

Business Benefit

• Simplified collaboration with external business partners, easy incorporation of new external business partners
• Shortened feedback loop from problem-to-correction
• Greater traceability and transparency of claim status
• Improved customer loyalty
• Cost reduction
• Role-specific user-interfaces for internal and external users
• Greater process flexibility and easy creation of process variants
  

Resources

• Sample process before
• Sample process after
• Inefficient handling of claims