IDC Manufacturing Insights Evaluates Warranty Transaction Management Software Vendors in New IDC MarketScape Report

Framingham, MA – July 16, 2012 – A new IDC MarketScape report from IDC Manufacturing Insights: IDC MarketScape: Worldwide Warranty Transaction Management 2012 Vendor Assessment (Document # MI235797), profiles and ranks key vendors in the warranty transaction management software market. Vendors evaluated in this report are: Oracle, Parametric Technology Corporation (PTC)/4CS, Pegasystems, SAP, Servigistics, and Tavant Technologies.

The evaluation reveals that while all the vendors provide similar levels of basic warranty transaction management functionality, they differ in industry experience and go to market strategies. They also differ in their ability to integrate with enterprise systems such as CRM and ERP, as well as in availability of supplementary capabilities, such as warranty analytics and field service management. While all vendors indicate ability to utilize cloud platforms and some offer mobile solutions, actual implementations vary widely across the vendors, and only a few have credible use cases with tangible benefits delivered.

"In today's business climate, where product quality and warranty coverage are key differentiators, brand owners and product manufacturers need effective warranty management," said Sheila Brennan, program manager of IDC Manufacturing Insights' Smart Services and Aftermarket Strategies research and advisory practice. "They also need to fend off inefficiencies and reduce financial liability resulting from suboptimal warranty management. Organizations cannot rely on byzantine software developed in-house, or on a myriad of spreadsheets to manage warranty. They must invest in warranty management software tools that fit their business needs, support customer expectations, and that can scale and adapt to business changes."

IDC MarketScape criteria selection, weightings, and vendor scores represent well-researched IDC judgment about the market and specific vendors. IDC analysts tailor the range of standard characteristics by which vendors are measured through structured discussions, surveys, and interviews with market leaders, participants and end users. Market weightings are based on user interviews, buyer surveys and the input of a review board of IDC experts in each market. IDC analysts base individual vendor scores, and ultimately vendor positions within the IDC MarketScape, on detailed surveys and interviews with the vendors, publicly available information and end-user experiences in an effort to provide an accurate and consistent assessment of each vendor's characteristics, behavior and capability.

For additional information about this study, or to arrange a one-on-one briefing with Sheila Brennan please contact Julie Crotty at 978-877-0053 or Reports are available to qualified members of the media. For information on purchasing reports, contact; reporters should email

About IDC MarketScapes

IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of ICT (information and communications technology) suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of IT and telecommunications vendors can be meaningfully compared. The framework also provides technology buyers with a 360-degree assessment of the strengths and weaknesses of current and prospective vendors.

About IDC Manufacturing Insights

IDC Manufacturing Insights assists manufacturing businesses and IT leaders, as well as the suppliers who serve them in making more effective technology decisions by providing accurate, timely, and insightful fact-based research and consulting services. Staffed by senior analysts with decades of industry experience, our global research analyzes and advises on business and technology issues facing asset intensive, brand oriented, technology oriented, and engineering oriented manufacturing industries. International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology market. IDC is a subsidiary of IDG, the world’s leading technology, media, research, and events company. For more information, please visit, email, or call 508-988-7900. Visit the IDC Manufacturing Insights Community at