The Waking World of Warranty Management (Strategic Focus)

This Strategic Focus report considers the emerging warranty management issues being faced by manufacturing companies and their resulting strategies. It also examines the technology implications that these strategies will have.

Report Highlights
A significant trend within the warranty technology market is the shift toward more analytics capabilities being embedded in warranty solutions. BI has spread throughout various areas of manufacturing companies to create greater visibility, aid decision-making support, and report complex information in a cohesive and effective manner.
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Overview 1
Catalyst 1
Summary 1
Key Messages 2
Customer uptake and mass appeal is vital to the success of video technologies 2
Interoperability is necessary drive adoption of telepresence 2
To be successful telepresence needs to be a managed service 2
Service providers are charging a premium for video calls hindering uptake 2

Market opportunity: The relevance of video to the enterprise 5
Defining the technologies: video conferencing and video contact centers 5
Video conferencing comprises telepresence, video desk phones and mobile video 5
Telepresence 5
Video desk phones 6
Mobile video phones 6
Video, including IVVR, is the latest channel to be deployed in the contact center 6
IVVR 6
Video contact center - 'I-see-you-you-see-me' 7
Video - past, present and future 7
Video in the enterprise - the early years 7
Video in the enterprise now 8
The market for enterprise video technologies will grow 9
Growth in video desk phones will outpace telepresence 9
IP networks and consumer adoption are key to the video contact center value stack 11
The telephony network is of critical importance to the video contact center 12
Video calls suffer from price inflation 12
The uptake of video contact centers is limited to certain markets 13
Key drivers for video 15
Global workforces require video calling technologies as a standard communication business tool 15
Video can reduce organizational fragmentation 15
Video can cut travel time and increase executive desk time 15
Remote working 15
The rise in energy costs and the effect on the carbon footprint 16
Customer Impact: Early adopters will demand innovative video services 17
Video contact centers will have several early adopters 17
Financial services may be wary of investing in new technology but have to increase customer satisfaction 18
Video contact centers in financial services will allow enterprises to increase touch time with customers 18
IVVR, like traditional IVR, can also fully automate calls 19
The cost of implementing video contact centers could be high 20
There is strong support for video contact centers in the communications industry 20
Both IVVR and video contact centers will benefit the communications industry 21
The issue with IVVR is that customers must buy into the video concept 21
There is a perception that video calling is expensive and this can seriously hinder growth 21
The need to provide services to all members of society drives video usage in the public sector 22
The second wave of adoption for video contact centers 22
The audience for video conferencing is internally focused and different vertical markets will be attracted to this technology 22
Financial services will use video conferencing to drive internal efficiencies 23
Obstacles video conferencing must overcome in financial services 24
TeleHealth will be the main adopter of video conferencing in the healthcare industry 24
Reasons for adoption of video technologies in TeleHealth 24
Limitations of video in Healthcare 25
Education makes great use of video conferencing facilities 25
The second wave of adoption for video conferencing 25
Go to Market 26
Who are the main vendors and what are their solutions 26
Video contact center vendors 26
Cosmocom 26
Alcatel-Lucent / Genesys 26
Collab 26
Cisco 27
i-Point Media 27
Video conferencing vendors 27
Telepresence vendor comparison 27
Cisco's key strength is its global marketing presence 28
HP has a range of modular solutions to fit corporate budgets 29
Teliris has a flexible managed service approach 29
Tandberg's interoperability with Microsoft's Office Communications Server is a step towards standards-based application integration 30
Polycom's strength is in the education sector 30
Partner and channel support strategy recommendations 31
The role of the service provider is key to a successful video contact center partnership 31
Telecoms and telepresence providers collide over video conferencing collaboration 31
Telepresence needs to be a managed service 31
Pricing model strategy recommendations 32
Reducing the pricing model 32
Network capability 32
Pricing levels 32
Pricing models 32
Product marketing support strategy recommendations 32
Vendors need to think about how video conferencing product support can be a differentiator 32
Technical and upgrade issues 32
Interoperability is opening the rest of the contact center market; video needs to follow suit 33
APPENDIX 34
Methodology 34
Further reading 34
Ask the analyst 34
Datamonitor consulting 34
Disclaimer 34
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Table 1: Total claims paid by US manufacturers 2003-2007 ($bn) 11
Table 2: Total warranty accruals for US manufacturers 2003-2007 ($bn) 13
Table 3: Total warranty management technology expenditure 2006-2012 ($m) 17
Table 4: Total regional warranty management technology expenditure 2006-2012 ($m) 19
Table 5: Total industry warranty management technology expenditure 2006-2012 ($m) 20
Table 6: Total discrete warranty management technology expenditure 2006-2012 ($m) 22
Table 7: BPO revenue opportunity growth within manufacturing 2006-2012 ($bn) 29
Table 8: Companies included in US warranty management analysis 45
Figure 1: Warranty process priority within the SCOR model 7
Figure 2: The warranty process within manufacturing companies 8
Figure 3: Total claims paid by US manufacturers 2003-2007 ($bn) 11
Figure 4: Total warranty accruals for US manufacturers 2003-2007 ($bn) 12
Figure 5: Claims rate among 50 top US manufacturers 2005-2007 13
Figure 6: Total warranty management technology expenditure 2006-2012 ($m) 17
Figure 7: Total regional warranty management technology expenditure 2006-2012 ($m) 18
Figure 8: Total industry warranty management technology expenditure 2006-2012 ($m) 20
Figure 9: Total discrete warranty management technology expenditure 2006-2012 ($m) 21
Figure 10: Defining warranty analytics 24
Figure 11: Key warranty management integration requirements 26
Figure 12: BPO revenue opportunity growth within manufacturing 2006-2012 ($bn) 29
Figure 13: IT investment influencers within manufacturing companies 34
Figure 14: HP's approach to warranty business performance management 36
Figure 15: SAS's warranty analytics capabilities 37
Figure 16: 4CS's approach to warranty management 39
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