What's under the hood

How it works, a typical operation:

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A customer has a warranty concern with his vehicle and takes it to the dealership. The dealer service writer scans the vehicle identification number “VIN” barcode label then takes digital photos of the vehicle including odometer general view and of course the area of concern. The vehicle identification number “VIN” is automatically watermarked on each photo. The camera is then placed in the docking station. The docking station contains a laptop computer running java applets and is connected via a high speed TCP/IP connection, satellite, or in some cases, by simple telephone line, to the manufacturers central location. When the camera is placed in the docking station the photos are automatically loaded into a claim form photo gallery. The service writer selects the appropriate photos and then adds comments to the claim requesting warranty repair authorization. The send claim button is pushed.

The claim is transmitted to the manufacturers reviewer pool and is assigned automatically to the first available reviewer typically in 30 seconds or less.The reviewer examines the claim and may either approve, deny or ask for more information about the claim. The reviewer enters his comments on the claim form and pushes his send button.

The dealer receives the completed claim typically in under 10 minutes and relates the result to the customer. If approved a payment code is automatically generated.

The closed claim is then archived at the central location providing review capabilities for both the dealer and the manufacturer. Claim detail is sent to the manufacturers quality database.

Typically the manufacturer engineering and quality assurance staff will review the quality database in order to spot trends and to correct concerns in a timely fashion.

The system comprises hardware and software located as follows:

Dealer site

Equipment

Digital Imaging System Full view	Digital Imaging Camera	Digital Imaging System Inside view
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• Digital camera (WIA standard)
• Bar-code scanner assembly (laser)
• 233Mhz (minimum) laptop computer running Windows XP professional edition
• Modem or network interface card (For TELCO or satellite communication)
• Rechargeable battery assembly
• Intelligent battery charging system
• Docking well and contact assembly for battery charging and USB
• Communications interface between integrated camera/scanner system and laptop.
• Cabinet assembly with all internal cabling and power distribution which provides for simple external interface: ac power and communication (RG11 or RJ45)
• System (web based/browser) software.

The system at the dealer site connects to the central location via high speed internet, satellite system or any telephone system capable of connecting to the internet. The communication protocol is TCP/IP.

Services

• Installation and test services
• User training and documentation
• Full on site maintenance support

These services are provided by our business partner Telesat Canada (www.telesat.ca)

Central location

Equipment

• For each reviewer station :
  1. 233Mhz or better PC running Windows 2000
  2. Large screen high resolution monitor
  3. Network connection (TCP/IP)
• Web server (running TOMCAT)
• Claim manager application on Windows 2000 Server
• Archiver
• Image storage system (depends on corporate standards)
• Management reporting system

ALL EQUIPMENT IS REDUNDANT

Specialized interface applications to:

• Corporate quality database
• Warranty Payment System
• Parts management system.

"The Digital Imaging Sytem worked like a charm! It reduces warranty expenses, improves customer satisfaction and cures dutch elm disease."

-- C.O. Jones, Ford