New Feature: Spare Part Workflow
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When something breaks or wears out on a product, finding the right replacement part can feel like searching for a needle in a haystack. It’s a common frustration for many customers.
This leads to endless back-and-forth with support teams, confusion over what parts are compatible, and, ultimately, a time-consuming process that leaves customers frustrated and businesses losing valuable time.
We’ve heard this feedback, and that’s why we’re excited to introduce a Spare Part Workflow to Claimlane - a feature designed to make the process of identifying and selecting the right spare parts easier, faster, and more accurate.
This solution not only benefits customers but also improves efficiency for support teams. Let’s dive into how it works.
Let customers identify the exact part with image guides
One of the biggest challenges when dealing with spare parts is figuring out exactly which one is needed. To make this easier, customers can now view product assembly manuals directly within the self-service portal. This means no more guessing or misunderstandings about which part is required. Customers can view clear diagrams and follow step-by-step instructions to identify the exact component they need.
Support for multiple parts per product
What if you need more than one replacement part? No problem. Customers can now select multiple parts for a single product in one go. Not only can they specify quantities, but they can also provide reason codes for each part, making it clear why each part is being requested. This added flexibility simplifies the process and reduces the chances of errors when requesting multiple components.
Maintain and handle spare parts directly in Claimlane
Traditional spare parts systems usually require significant effort to set up and maintain. We've aimed to create a system that is easy to get going and with minimum maintenance.
There are two ways to get started with Spare Parts in Claimlane:
1. Zero-setup database
As customers use your portal, Claimlane learns and grows, creating a database that’s tailored to your specific products. This removes the typical headaches of manually maintaining a database. Support agents can still add, enrich and change this database to ensure that it is fully fleshed out.
2. Upload a CSV
If you already have a list of all your spare parts, you can just upload a list to Claimlane and get started right away.
Easily handle spare part request
Once a customer has made their selections, support agents will see a detailed, organized view of the parts requested in the ticket. This makes it easy for support teams to verify the parts selected, add new parts to the system as needed, and keep track of part numbers for future reference. It’s a more efficient way of handling spare parts inquiries, ensuring no detail is overlooked.
Tired of long resolution times on your warranty claims? Hear how Claimlane can help your business.
