C4C Service Ticket VS S4 Hana Service order vs S4 Hana Repair order Vs Warranty Claims

[siva_desu]

Need help in deciding best solution option with less custom-build? or any new solution options also good

We are building new system for our Retail Clint for service process and claims, Every suggestion is very helpful and appreciated.

Scenario 1 : Service initiated from 3^rd party service center

Consumer directly walk in to 3^rd party service center for Repair/Exchange, service center will initiate service in legacy system and send it for warranty check approval. Once approved service center will start repair and enter labor hours and spare parts spent and close service. IF incase product not able to repair update for exchange of product.

Solution option A: Legacy system X -> s4 Hana Service order (SRVO) -> RE2 (Advance returns) if exchange required ->Warranty claim document in S4 Hana (IC &OC Versions)-> PO/Credit memo

Solution option B: Legacy system X -> s4 Hana Service order (SRVO) ->RE2 (Advance returns) if exchange required-> Confirmation document -> PO/Credit memo

Solution option C: Legacy system X -> s4 Hana In-house repair order -> RE2 (Advance returns) if exchange required-> Confirmation document -> PO/Credit memo

Solution option 😧 Legacy system X -> s4 Hana In-house repair order -> RE2 (Advance returns) if exchange required-> Confirmation document -> PO/Credit memo

Solution option E: Legacy system X -> C4 Service Ticket -> s4 Hana Service order (SRVO) -> RE2 (Advance returns) if exchange required-> Confirmation document -> PO/Credit memo

Solution option F: Legacy system X -> C4 Service Ticket -> Nothing in S4-> RE2 (Advance returns) if exchange required-> Warranty claim document in S4 Hana (IC &OC Versions) -> PO/Credit memo

Scenario 2: Service initiated from own service center: hear consumer call own service center for initiated of service to agent, agent front end system using is service cloud. But this need to routed to 3^rd party service center after some channelization rules executed.

Solution options are same like above but Service Cloud service ticket is in place of legacy System X

Scenario 3 : Claim initiated from small repair vendor after service is completed.

Hear we want to know which document in S4 Hana to be used for validation and payout.

Important considerations :

1. Volume of calls for scenario 1 is high
2. Register product and Equipment data should not be mandatory
3. Serial number data is not unique data
4. CDC/CDP systems also should be utilized for profile and EMARCYS system analysis.
5. All above cases are I/W
6. Spare Parts own by 3^rd party service center
7. Customer 360 degree view required in C4 service cloud
8. Extended Warranty need to considerS4HANA ON PREMISE 2020

[siva_desu · Accepted solution]

Solution option A: Legacy system X -> s4 Hana Service order (SRVO) -> RE2 (Advance returns) if exchange required ->Warranty claim document in S4 Hana (IC &OC Versions)-> PO/Credit memo