CompTIA Commissions IT Industry Warranty and Service White Paper by Zylog

Core issues, emerging threats and new solutions to boost profitability are what Service Providers and OEMs will learn from CompTIA’s white paper by Zylog.


Appropriately named “IT Industry Warranty and Service Abuse: Stealing Profitability!”, this white paper is refreshingly impartial, providing an accurate and thorough analysis of the current state of the warranty and service abuse in the IT industry.

After two years of study and research, group workshops, and multiple in-depth interviews with industry thought-leaders, this is the first study that has succeeded in understanding the warranty abuse problem from both the OEM and service provider point of view of original equipment manufacturers (OEMs), and service providers.

CompTIA, the non-profit association for the industry, and the Alliance for Gray Market and Counterfeit Abatement (AGMA), have teamed with Zylog to understand the repercussions for businesses of the current warranty abuse issue, and to find new solutions for OEMs and service providers, while being mindful of the future’s emerging threats.

The whitepaper identifies several best practices to help both solution providers and OEMs reduce warranty abuse and thus increase profitability, including:

§  Use OEM controls for parts identification and implement clear end-user rules.

§  Employ internal warranty claim administrators who monitor end-user and technician part usage and procedures.

§  Use standard file formats to allow service providers and OEMs to communicate in “real time” during each step of the warranty process.

With a common platform for communication and standard file formats, OEMs and service providers can retain their independence while simultaneously leveraging the benefits of shared, timely information and business intelligence.

“Zylog was entrusted with a plethora of research and extensive access to respected industry subject matter experts representing OEMs and Service Providers to produce an unbiased and unflinching perspective of the rapidly evolving challenges of managing warranty service,” said John Mehrmann, CEO of Zylog. “As a result, we were able to produce a deeply insightful culmination of ideas that serve as the framework for OEMs, Service Providers and Third Parties to develop strategic solutions and immediate gains that can improve profitability.”

The whitepaper suggests that the next steps for the industry include developing standards for communicating the most common and relevant data elements needed for warranty validation, technician certification verification, repair event milestones, exception identification and error handling.

This insightful white paper can now be viewed at no cost at www.Zylog.ca in the White Papers section, and to CompTIA members through the Members Resource Center at www.CompTIA.org.

About Zylog
Providing professional services and solutions with local delivery teams, Zylog proudly represents top talent in IT, Engineering, Health Care, Government, and Retail positions. As an application designer and developer, Zylog has introduced an Enterprise Social Media CRM to empower consultants, contractors, and employers with powerful HRIS supported by highly skilled recruiting and customer care representatives. Brainhunter.com by Zylog provides contractors with unparalleled services, benefits, training and personal development previously reserved for employees of Fortune 500 organizations. Zylog recruiters take a personal interest in independent consultants and the community.

About CompTIA
CompTIA is the voice of the world’s information technology (IT) industry. Its members are the companies at the forefront of innovation; and the professionals responsible for maximizing the benefits organizations receive from their investments in technology. CompTIA is dedicated to advancing industry growth through its educational programs, market research, networking events, professional certifications, and public policy advocacy.

About AGMA
AGMA is a non-profit organization comprised of influential companies in the technology sector. Incorporated in 2001, AGMA’s mission is to address gray market fraud, parallel imports, counterfeiting, software piracy, and service abuse of technology products around the globe. The organization’s goals are to protect intellectual property and authorized distribution channels, improve customer satisfaction and preserve brand integrity.

For more information, visit www.Zylog.ca, www.CompTIA.org, or follow Zylog on Twitter at https://twitter.com/ZylogCanada, and Facebook at https://www.facebook.com/ZylogSystemsCanada

Warranty Chain Management (WCM) Conference Features Mike Schuler of Zylog, on March 13th, 2013

The WCM Conference will feature Zylog Canada’s VP of Sales Mike Schuler presenting “From Horrors to Heroes: How Big Data and Software Tools are Transforming Warranty Management”.
Warranty Professionals and Executives are all meeting at the Warranty Chain Management (WCM) Conference, an event where experts “discuss warranty related issues and develop warranty management as a recognized discipline”¹. WCM Conference, taking place on March 12^th, 13^th and 14^th, will transform San Diego’s Hyatt Regency Mission Bay Spa and Marina (1441 Quivira Road, San Diego, CA) into the Warranty hot spot.

“WCM is a growing area of interest in many companies, ranging from large multi-nationals through to mid-size and smaller engineering, call center management and warranty service providers. Effective warranty management has the capability to significantly impact a company’s bottom line profitability and drive competitive advantage.”¹
On Wednesday, March 13^th Mike Schuler will discuss From Horrors to Heroes: How Big Data and Software Tools are Transforming Warranty Management. This presentation will highlight specific examples of warranty management issues in the consumer electronics and PC industry and how problems were identified and changed through innovative solutions. Based on industry case studies, it will illustrate how software tools and data collection methods are changing the nature of claims adjudication and the relationship between manufacturers, retailers, service providers and TPAs. The final segment of the presentation will outline best practices and tools which could transform the industry.
Mike Schuler has over thirty years of aftermarket services industry experience including eighteen years with major reverse logistics and service parts providers and thirteen years in the rental/lease industry. He formerly served as President of Micro Product Distributors and in his current role he is responsible for business development in the U.S. for Zylog, a Top 50 ranked IT Services Company providing Consulting, Software and Service Delivery Solutions.
About ZylogProviding professional services and solutions with local delivery teams, Zylog proudly represents top talent in IT, Engineering, Health Care, Government, and Retail positions. As an application designer and developer, Zylog has introduced an Enterprise Social Media CRM to empower consultants, contractors, and employers with powerful HRIS supported by highly skilled recruiting and customer care representatives. Brainhunter.com by Zylog provides contractors with unparalleled services, benefits, training and personal development previously reserved for employees of Fortune 500 organizations. Zylog recruiters take a personal interest in independent consultants and the community.

For more information, visit http://www.warrantyconference.com and www.Zylog.ca

¹: Source: http://www.warrantyconference.com/about-wcm.html

CompTIA Annual Member Meeting (AMM) Features John Mehrmann of Zylog, on March 12th, 2013

The CompTIA AMM will feature Zylog Canada’s CEO John Mehrmann presenting “Warranty Initiative Update: Best Practices, Results, New Trends, and New Opportunities”.

In an IT industry that never stops changing, the CompTIA Annual Member Meeting (AMM) is an event that cannot be missed. CompTIA AMM, taking place on March 12^th, 13^th and 14^th, will transform Sheraton Chicago Hotel and Towers (301 East North Water Street, Chicago, IL) into the IT industry’s hot spot.

“At CompTIA’s AMM, more than 200 members unite in a neutral forum to discuss channel issues and develop actionable initiatives to help move the channel forward. CompTIA’s member communities will host working sessions covering the industry’s hottest topics including cloud, IT security, managed service, managed print services, mobility and women in IT.”¹

On Thursday, March 12^th (from 2:40 PM to 3:00 PM) John Mehrmann will discuss Warranty Initiative Update: Best Practices, Results, New Trends, and New Opportunities. CompTIA IT Services and Support (ITSS) has completed a two year study of Warranty issues with independent surveys and in-depth interviews with key stakeholders from the OEM and Service Provider community. Investigation of past issues and current technology with thought leaders identified immediate opportunities for financial benefits to both OEMs and Service Providers. The new threats are alarming and the new opportunities are surprising. Zylog was contracted to consolidate these findings into a White Paper on behalf of CompTIA. Mr. Mehrmann will provide an overview of preliminary findings of this work, in advance of the forthcoming White Paper.

“CompTIA is the voice of the world’s information technology (IT) industry. As a non-profit trade association advancing the global interests of IT professionals and companies, we focus our programs on four main areas: education, certification, advocacy and philanthropy”².

About Zylog

Providing professional services and solutions with local delivery teams, Zylog proudly represents top talent in IT, Engineering, Health Care, Government, and Retail positions. As an application designer and developer, Zylog has introduced an Enterprise Social Media CRM to empower consultants, contractors, and employers with powerful HRIS supported by highly skilled recruiting and customer care representatives. Brainhunter.com by Zylog provides contractors with unparalleled services, benefits, training and personal development previously reserved for employees of Fortune 500 organizations. Zylog recruiters take a personal interest in independent consultants and the community.

For more information, visit http://www.comptia.org/events/events/amm/default.aspx and www.Zylog.ca

¹: Source: http://www.comptia.org/events/events/amm/about.aspx  

²: Source: http://www.comptia.org/events/events/amm/about/about_comptia.aspx