Resources
Customer Success Stories
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