Group service reps into functional roles for accountability and auditing.

• Specify what data each role can see and edit – down to the field level.
• Restrict a role to one view of data, or to multiple views
• Improves ease-of-use as service reps only deal with data relevant to them
• Create a more responsive, accountable, and productive team

Track the workflow of RMAs with complete visibility to ensure the process runs smoothly.

• Define the stages, or states, the RMA goes through
• Easily see the RMAs currently in each state/bucket
• Open RMAs to see all gathered data and state changes
• View the history of all state changes and transactions on the RMA

Send automated emails to service reps to notify them of their next tasks, and to customers to keep them informed on the real-time status of their returns.

• Send emails to customer automatically, greatly saving time over manual emails
• Emails can include any data pulled from the RMA, file attachments, and formatted HTML documents
• Emails can be generated from canned responses
• Highlight RMAs for different priorities and follow-up actions

Specify Triggers and Actions for Automations.

• Rule Triggers: based on the value of one or more fields in the RMA
• Escalation Triggers: based on escalations – if an RMA stays in a state too long
• Scheduled Triggers: based on scheduled times
• Manual Triggers: fired when buttons on screens are clicked by the service reps
• Rich set of actions: send email, change state, change field values, create records, create client accounts, create agent accounts, and more
• Triggers fire one or more associated actions

Create reports that pull select data from RMAs to see overall status of the workflow. Create pie, bar and line charts to gain data insights.

• Select RMAs to include in reports based on their state or field values
• See trends in product faults quickly
• Speed up corrective actions to improve product quality
• Reduce the number of under-warranty returns, saving money

Provide a customer portal on your website for online support and self-service.

• Provide a Knowledge Base of articles and FAQs, and downloadable documents, arranged by topics and categories
• Allow customers to submit Tickets and interact with service reps
• Allow customers to submit RMAs and see the status of their RMAs
• Link Tickets to related RMAs