Resources

• To customer
• Within the service team
• Internally to sales and customer service
• System sends automatic emails on state and escalation events to customers and internal staff
• Service reps can send manual emails and reports
• Service reps can manually send emails and reports at any time

• Define your processes without IT involvement or custom programming
• Define custom fields, custom field groupings, and screens to enter, display and edit RMAs with role-based access permissions to see specific views of data
• Define workflow – states/stages, events based on RMA field data checked on state changes and escalation events with related triggered actions
• Send automatic emails pulling RMA data and reports
• Highlight RMAs in user interface
• Define multiple processes each with its own custom data and workflow for different RMA types

• To sales
• To customer support
• To executives
• Into remote repair locations
• Into outsourced 3PL repair shops

• View history of all state changes, events and actions fired, and field data entry updates on each RMA
• Collect complete and accurate data on product fault codes, faulty components/subcomponents and product configurations on each product return and service request
• Generate reports/charts on product fault trends for Product Quality

• Create reports and charts
• Create reports on multiple RMAs – select fields to display, filters for selection, and sort order
• Create reports on individual RMAs with inserted RMA field data and HTML formatting
• Create dashboards and KPIs
• Export data to Excel easily

• Customers can request RMAs online 24/7 and view their status
• Prompt customer to enter data on product and faults/errors and requested action on RMA submission and on any other custom fields
• Specify screens to present to customer on RMA submission based on product type and processes
• Customers can enter multiple units on one RMA and load unit data from Excel files
• Customers can see status of their RMAs in real time
• Customers can search their RMAs by data field values
• Customers can attach files to RMA
• Customers can register products – optionally specify that RMAs can only be submitted on registered products
• Customers can see Knowledge Base of articles based on topics with different visibilities to customers or partners with related web links, file attachments, related articles
• Service reps can easily manage the Knowledge Base and add articles without IT or Webmaster involvement
• Customers can view download area for files, manuals, documents
• Service reps can easily manage the download area

• Check warranty entitlement on RMA submission by customer or by service rep
• Notify customer if unit is not under warranty
• Service rep can easily manage a table of warranty end dates by unit serial number

• Check that serial number is entered and is valid on RMA submission
• Notify customer if serial number is invalid
• Service reps can easily manage a lookup table of all units with serial numbers, warranty end dates, and unit specification data
• Check on RMA creation that unit is owned by the customer
• Check if RMA is already opened on this unit so duplicates are not entered

• Easily manage a table of parts, part descriptions, part costs, and other custom fields
• Service reps can easily manage table of labor codes and costs
• Generate email quotes on parts and labor for unit repair to customer for POs or approval

• Load product spec data from lookup tables based on unit serial number or any other key field when RMA is submitted
• Update fields in RMA from the table if key field is changed/edited on RMA
• Service rep can easily manage lookup tables – Add/edit/delete records
• Service rep can search lookup tables by date and field values to find specific records

Service reps can easily do the following:

• Track RMAS by process/product type
• Track RMAs by state
• Track RMAs by customer
• Search for RMAs by field values
• Change state of an RMA and trigger automatic workflow rules
• Display different views of RMA data based on their role permissions
• Edit and enter specific RMA data fields based on their role
• Manually send emails to customer – emails can contain any RMA custom field data, canned responses, reports, and file attachments
• Highlight/unhighlight RMA
• View full history of all state changes, actions, field data edits on each RMA with time stamp and name of the person who made the change
• Add related web links and file attachments
• Cancel RMAs
• Add file attachments and web links

• Split units – individually or as a group for separate processing and workflow
• Merge units back into parent RMA – Individually or as a group
• Swap units
• Perform edits on groups of units with one mouse click
• Add/update units on RMA from Excel files
• Add units to RMA, individually or from Excel files

• Create and manage tickets/cases for your customers
• Link a ticket to one or more associated RMAs
• Define custom fields, screens, and reports for tickets
• Define workflows for ticket processes (state and escalation events, and actions)
• Send automatic emails on tickets
• Define canned responses for quick and consistent support
• Define different ticket types each with its own custom fields and workflows
• Use our built-in ticket management system, or turn it off and use Zendesk or Salesforce

• Set up topics and sub-categories of articles
• Set different visibilities for guests, customers, and partners
• Easily add articles with weblinks, related articles, attachments
• Service team can manage knowledge base without webmaster involvement

• Parse company support email inbox and update associated RMAs and tickets from customer emails
• Create RMAs from emails

• Define service level agreements for RMAs
• Notify service team if RMAs are not meeting SLAs

• Enable agents in Salesforce and Zendesk to see all RMAs for a contact/user and for an account
• Enable agents to request RMAs in Renewity and associate them with a customer ticket or case
• Allow agents to see the current status and details of RMAs in Renewity
• Provide visibility for customer support agents and sales account managers into the service team activities

• Setup unique RMA processes for different repair locations
• Clone processes from other repair locations for quick setup
• Report on multiple locations

• Specify permissions such as cancel RMAs, delete RMAs, manage lookup tables, change serial numbers, and others per service rep role
• Specify exactly what RMA data service reps can see and what data they can edit based on their role
• Specify what RMA processes service reps can see and manage
• Specify what states service reps can change the RMA into