Solaris Bus & Coach

Solaris Bus & Coach S.A. is a well-known European manufacturer of buses and trolleybuses, belonging to the CAF group. The company sets standards by dynamically developing its products, especially in the field of electromobility. Solaris Bus & Coach vehicles have been awarded many times for innovation and quality – not only in Poland, but also in other European countries.
Client
Solaris Bus & Coach
Scope
SAP WTY implementation, SAP development
Challenge
minimizing the costs of warranty processing, process standardization, ability to decentralize the processing of warranty claims, shortening the time of processing settlements, ability to analyze vehicle fault rate

SAP WTY implementation at Solaris

Observing trends, Solaris Bus & Coach focuses on the future and tries to set standards by dynamically developing its products and improving after-sales service. One of the projects related to this goal is a warranty claim processing system, widely used by the largest representatives of the automotive industry in the world, implemented with the help of Hicron.

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the year in which our cooperation with Solaris began
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the project for Solaris is Hicron’s seventh SAP WTY project
01 Case study

Decentralization of processing service requests

Read Case Study

The organizational solutions of Solaris in the area of warranty processing were not consistent with the WTY module process standard offered by SAP. The company needed this solution to be adapted to its individual business model, with external workshops authorized by Solaris and warranty service agents playing an important role. This is the case on most foreign markets. The role of the warranty service intermediary is assumed by foreign subsidiaries of the vehicle manufacturer, e.g. Solaris Deutschland or Solaris Sverige. The role of the intermediary is to receive and issue opinions on the claims of repair shops and to transfer the claims to the central warranty processing unit at Solaris Bus & Coach, which decides whether to accept or reject the warranty claim. If a vehicle fault is caused by a defective part, it is possible to file a recourse claim against the manufacturer of the part. All this takes place in the system, at the level of the central warranty processing unit.

Savings and other implementation benefits

Hicron’s role in the project was to design and implement the SAP WTY warranty system in accordance with the business model of Solaris. Within one year of its launch, the company achieved significant business benefits: savings, increased sales volume, improved operational efficiency. The SAP WTY system is used at the company’s headquarters, in all foreign subsidiaries, and in most workshops servicing Solaris vehicles. The system is also ready for launch on new markets.

Hicron specialists are excellent at adapting SAP to our requirements, utilizing standard solutions to a high extent. At the same time, if necessary, the team efficiently designs and implements their own, proprietary improvements.
Piotr Fabisiak
Project Manager and Solution Architect at Solaris

Savings, automation of ongoing work, and increased efficiency of Solaris’ operations were the results of numerous organizational changes introduced during the implementation of the SAP WTY system by Hicron. These included, among others:

  • EXTERNAL USER PORTAL – eSClaim portal solution used by workshops and foreign Solaris companies contributes to the improvement and acceleration of communication as well as elimination of errors.
  • AUTONOMY OF FOREIGN COMPANIES – inclusion of foreign companies in warranty claim processing was one of the most important sources of Solaris’ savings. Foreign companies gained independence in making decisions on the acceptance/rejection of claims within a specified scope. If the claim goes beyond this scope – then the request is sent to the Head Office. This change increased the level of service, accelerated the pace of work, and increased the accuracy of decisions on accepting/rejecting claims.
  • PRECISE CONTROL OF SALES PROFITABILITY – collecting data on faults in a single system enables their analysis and reporting, providing the basis, for example, for discovering the causes of certain faults. Moreover, data on repairs performed on specific markets helps calculate the profitability of subsequent investments and the sale prices of new vehicles.
  • SOURCES OF PARTS – as part of the SAP WTY project, Hicron proposed the implementation of a functionality for indicating the source of spare parts. It shows the place of purchase of parts and enables manual indication of an alternative supplier. This solution helps shorten the downtime of repaired vehicles.

Further stages of cooperation

Near the end of the SAP WTY implementation project, Solaris was very satisfied the quality of cooperation, the course of the project, and the scale of the benefits resulting from the implementation. Therefore, a decision was made to continue cooperation on additional projects and implement them in the agile model.

This satisfactory cooperation resulted in further system development plans, including: preparation of integration mechanisms, automatic creation of warranty claims in eSClaim, claim processing status tracking.

This functionality is not present in the standard version of WTY, which is why we are all the more satisfied with its efficient operation. The part source functionality was prepared by Hicron especially for Solaris, but we are convinced that it can also be used in the warranty systems of other manufacturers.
Filip Stankowski
Solution Architect, Hicron

Near the end of the SAP WTY implementation project, Solaris was very satisfied the quality of cooperation, the course of the project, and the scale of the benefits resulting from the implementation. Therefore, a decision was made to continue cooperation on additional projects and implement them in the agile model.

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