Features

    • 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