ResponsAbility RMA Software
Webcom's ResponsAbility's Return Merchandise Authorization (RMA) software provides you with the capability of addressing customer returns, tracking of those returns and the corrective action process. Since returns are normally handled by many different departments in a company, being able to track the time spent at each stage of handling takes a networked database application that can handle multiple users.
Benefits
To Customers:
- Using only a browser, request and obtain RMA numbers, anytime, anywhere
- Instant notifications if Return Request have been approved or if additional information is needed
- Virtual elimination of unnecessary back and forth, phone tags, emailing, as request form can be customized to ensure that a customer cannot request an RMA without providing all necessary info
- Always up to date on the progress of the return
- Involvement in the investigation process
To Sales:
- Awareness of all issues and their status by customer
- Ability to up-sell services, service contracts, warranties, spare parts, etc. if an issue is caused by misuse, excessive use, and normal wear and tear rather than a product defect
To Support/Engineering/Quality Assurance Organization:
- Monitor case load by department, user, project, product
- Visibility to all comments and findings that anybody ever created for any RMA
- Search for similar cases based on part number, problem description, customer, project, etc.
- Personalized lists of "my cases", "my department cases" and "unassigned cases", ensuring that all cases are addressed and nothing slips through the cracks
- Tracking by age, creation date, priority, desired completion date, etc.
- Identifying bottlenecks in the process
- Elimination of silos and disparate systems
- Audit trail on each case
To Management:
- Reporting on number of case per product, department, age, priority, time period, project, customer
- Monitoring of RMA volumes per day, month, quarter, year
