RenewityRMA Features

RenewityRMA

for Returns and Service Management

Reduce Returns

Reduce the number of returns and improve product quality with reliable data collection.

Meet Compliance Requirements

Define and enforce Returns and Service Management (RSM) processes for consistent compliance.

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Automate Manual Processes

Move from a manual system to an automation solution and improve operational efficiency.

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Reduce Turnaround Times

Change service processes easily, without programming, for faster and consistent turnaround times.

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Industry-Proven Feature Set

for Retuns Management & Product Service

Custom Data and Screens

Define ALL the custom fields needed for the RMA and your unique processes.

Define numeric, text, choice(drop-down), date and lookup custom fields
Change, add or delete custom fields at any time
Group fields into logical groups
Define the screens to enter, display and edit RMAs

Service Rep Roles

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

Workflow

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

Automation – Emails

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

Automation – Events

Specify when emails will be sent based on events in the workflow.

Trigger events based on the value of one or more fields in the RMA
Trigger events based on escalations – if an RMA stays in a state too long
Events are checked whenever an RMA changes state
Events fire off emails and highlights

Reports and Charts

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

Customer Portal

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