Accelerates Claims Process, Cuts Fraud and Inventory Costs for Global Clients, Including HPE

Ashland, MA, June 13, 2017OnProcess Technology, a global pioneer in service supply chain management and optimization, today announced the industry’s first end-to-end managed service for warranty and fraud management. Using its proprietary microanalytics and real-time visibility platform, OPTvision, the company accelerates the entire warranty process, from product registration, repair order diagnosis and claims processing through parts return, fraud investigation and loss recovery. OnProcess saves clients, such as HPE, substantial time and money by mitigating fraud, reducing inventory costs and eliminating painstaking warranty processing by employees.

“Warranties are an essential part of business. But for many vendors, the manually intensive program is highly fragmented, riddled with holes, risks and costs, and takes much longer than necessary for claims processing. Most companies just don’t have the end-to-end visibility and domain expertise needed to find hidden problems and optimize the warranty lifecycle,” said Mike Wooden, CEO, OnProcess Technology. “With OnProcess’ two decades of post-sales process experience, predictive analytics expertise and our OPTvision platform, we’re able to unify and streamline the entire warranty process, handle exceptions in real-time, provide a fast path for valid claims resolutions, and save clients a very meaningful amount of money.”

According to Kollen Brower, Director, Global Program Services for HPE’s Global Brand Security (GBS) program, “OnProcess’ custom solution for HPE is a critical component of our efforts to identify and eliminate fraudulent warranty claims, leading to substantial financial savings. The GBS program also benefits other key areas of HPE business, including inventory management, transportation costs, and improvements to our returns process.”

OnProcess Warranty and Fraud Management Advantages

  • Accelerate end-to-end claims processing and resolution, using OPTvision micro-analytics platform to gain unprecedented, real-time visibility across and within all components in the warranty and fraud management process, and to flag exceptions.
  • Drive revenue enablement and customer engagement by measuring, monitoring and improving product registration, proactively reaching out to customers, reducing remorse returns and lowering churn.
  • Prevent fraud by using propensity scoring to determine fraud likelihood and direct actions.
  • Reduce costs, including by efficiently handling No Trouble Found, reducing invalid claims and refunds, eliminating new purchases for inventory replenishment and cutting associated transportation and labor expenses.
  • Recover losses in equipment/payments more easily.

OnProcess Managed Service Components 

OnProcess OEM Warranty Recovery Lifecycle

  • Product Registration
    OnProcess agents can manage the full registration lifecycle or focus on exception fallout, based on client preference.
  • Predictive & Preventative Analytics
    Analyze customer warranty data and provide intelligence on root causes to help clients clarify warranty policies and improve processes and product quality. OnProcess determines fraud propensity based on a variety of nuanced factors related to the claimant, claim parameters and the product itself.
  • Repair Diagnosis and Triage
    OnProcess conducts root cause analysis and handles level 0/1 repairs.
  • OEM Warranty Reclaim Processing
    OnProcess validates entitlements concentrating on exceptions flagged by OPTvision. This includes processing manual and digital claims, working within the client system or using OnProcess’ system, which is integrated with the client’s.
  • Reverse Logistics & Replenishment
    OnProcess expedites and tracks the return and replacement of products from customers, and the movement of defective parts through the repair channel and into inventory.
  • Investigation
    Comprehensive investigations of fraudulent claims may include data analysis, forensic examination of documents to detect manipulations or counterfeits, online investigations, accompanying police searches and conducting interviews to gain court-relevant findings.
  • Settlement & Recovery
    The detailed investigation results help clients successfully recover products and/or lost revenue.

For more information, attend OnProcess’ complementary 30-minute webinar, Optimizing Warranty and Fraud Management, on Thursday, June 15 at 11am ET. Click here to register.

About OnProcess Technology
OnProcess Technology is a managed services provider specializing in complex, global service supply chain operations – the flow of people, parts and services following the sale of a product. The company’s deep expertise, purpose-built technology delivery and embedded, analytics-based process improvement, enable clients to quickly optimize and scale operations, grow revenue and profitability, and deliver superior customer experiences. OnProcess provides services in 23 languages and operates in six global facilities, including its Massachusetts headquarters and facilities in Maine, Costa Rica, India and Bulgaria. Follow @OnProcess



Press contact:
Janice Bedsole
Bedsole & Company