CRM Warranty Claim as New Module

Hi,

I had a requirement from my client. Tey want to implement Warranty and Claim process in the CRM 2011 (Currently They are using). The Service module which was available in the CRM was not fit for their business, So they want to implement the Warrany & Claim as new module in CRM 2011 (Like a new process). They have different business process (Like multiple dealers having different types of Warranty and claims for their product categories). Now My question is, Is it possible to implement a new module in CRM from scratch?

Please give me some ideas on how to do this?