Fujitsu General (Aust) Pty Ltd implements new warranty system across australiaCustomer Story Australia’s 'favorite' Air Conditioner and Plasma Screen manufacturer, Fujitsu General (Aust) Pty Ltd, has selected internationally renown ERP and supply chain software developer, IDS Enterprise Systems Pty Ltd, as the provider of its new warranty system. BackgroundFujitsu General is the number one supplier of air conditioning products to the Australian market. Hence their company slogan “Australia’s Favourite Air”. Its air conditioning range has experienced rapid growth and expansion over the last few years and it now leads both domestic and commercial markets. In addition, Fujitsu General is recognised as a world leader and sets the industry benchmark for the development of Plasma display technology. Key ChallengesFujitsu’s Service Division were faced with several key challenges including: Inability to report to Japanese head office and/or other divisions with meaningful data. Difficulty in dealing with seasonal spikes in warranty claims. (i.e. Summer & Winter) Dealers unable to input warranty claims or spare parts orders online. Constant re-keying of warranty claims. Lack of integration with existing systems.
Fujitsu found itself operating on two disparate systems which did not promote productivity. Consequently, management reporting was cumbersome, time consuming and in some cases impossible. Hence, the management team at Fujitsu looked for a solution that would provide seamless integration of work flow from spare parts to claims processing and provide a one-system see all (i.e. one view of everything including all claims and order history relating to a unit). Why IDS?IDS Enterprise Systems was awarded the deal over Fujitsu’s existing systems provider, on account of its warranty solution providing the best functional fit to Fujitsu General’s warranty processes. This unique warranty system helps organisations realise greater profitability and improved productivity, while automating warranty processes and eradicating false claims. “Fujitsu General has a portfolio of dynamic products and warranty support is strategically important to our business. IDS’ extensive track record for delivering superior functionality on time and on budget reinforces this project will bring unparalleled benefits to our organisation,” Bruce Stuckey, National Service Manager, Fujitsu General (Aust) Pty Ltd. IDS set out to replace Fujitsu General’s existing PIC-based system to enhance its warranty provisioning across its Australian dealer and distributor network. The Warranty software records, analyses and manages the warranty, spare parts and maintenance programs for each unit sold. Thus, enabling Fujitsu General to efficiently control the entire warranty process, including: BenefitsThe IDS solution provides Fujitsu with the following benefits: Ability to provide Japanese head office and Australian divisions with regular detailed reports Faster claims’ processing by head office staff Access to more detailed information via an online, real-time web portal for Fujitsu General’s service agents Integration with existing back office systems including e-warehouse and B2B projects.
ResultsThe implementation was successfully completed in April 2005. A number of standard reports were pre-configured to overcome Fujitsu’s key challenge of not being able to report back to Japan on a regular basis. The IDS team also provided a Business Intelligence (BI) solution from Cognos which was then integrated with IDS Warranty. Cognos is a leading BI provider and this allows Fujitsu to interrogate the data captured by IDS Warranty for analysis and reporting, such as: Most common failing part Most productive service agent Average cost of a warranty claim Compare different model failure rates Track any repairs done down to a serial number (unit) level with associated costings.
The goal of this reporting ability filters right back to Fujitsu’s position as Australia’s number one supplier of air-conditioning units and the world leader in plasma screen technology. Data collected by the Service Division can now be fed directly into the Japanese factory. By identifying potential issues very early in the warranty cycle, Fujitsu is provided with the foresight to alter the manufacturing, shipping or distribution processes to rectify these issues and provide the very best customer service. FutureOver time more reports will be configured allowing the Service Division to report to any business unit at the touch of a button. Fujitsu have also approved the implementation of a solution that will connect Service Agents across Australia to a centralised online claims processing system delivered by IDS Enterprise Systems. This system will allow Fujitsu’s, almost 500, Australia wide Service Agents to directly input claims information and request parts online instead of calling Fujitsu’s Service Division to submit claims over the phone. BenefitsAlleviate the data re-entry process by the Service Division staff. Allow Service Division staff to focus on customer service. Allows Service Agents to be self-sufficient. Minimise lag time between when the claim is made by the client and when the Service Agent submits the details Maximise increase in efficiency within the Service Division due to streamlined claim processing.
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