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PRODUCT & FEATURES

What is FrontLines?

Manage your Product Returns

FrontLines Returns is designed to adapt quickly to any RMA process while instantly giving your returns process a massive boost in efficiency and configurability.

  • Multiple return processes configurable by you
  • Multiple returns on a single RMA
  • Unlimited Custom Fields, Custom Field Groups, Custom Screens
  • Full workflows with customized states
  • Serial Number and Warranty Checks
  • Quote Generation for service parts and labor
Manage your Product Returns
A Portal For Support Staff and Customers

A Web Portal For Both Support Staff and Customers

FrontLines is designed to look professional and modern for support and service teams, and simple and straightforward for customers.

  • Customers can request RMAs and see their status online
  • Customers can enter tickets and see your responses online
  • Customized views and entry screens for customers
  • Multiple user levels with different permissions and access
  • Multiple staff groups with different permissions and access
  • Role based access to data viewing and edit

Full Support Solution

With FrontLines you can enhance your customers after sales experience with a full support help desk and knowledge base system that complements your returns handling

  • Easy to setup Knowledge Base with different levels of visibility
  • Download area, customer alerts, notifications
  • Incident management with multiple Incident types
  • Incident Queues, Service Level Agreements, Canned Responses
  • Tie Incidents to RMAs and Returns
  • Email Integration to create and update Tickets via email
FrontLines is a Full Support System
Reporting and Automation

Reporting and Automation

FrontLines provides many opportunities for you to fine tune your support and returns processes on the fly

  • Custom Reports for both RMA and Incident workflows
  • Ability to Export data and reports to Excel
  • Conditional and unconditional State Events
  • Escalation Events that fire when tickets or returns get stuck
  • Events invoke actions such as Highlighting and Email Notifications
  • SalesForce.com CRM Integration
...And It's all easily configurable by you to match the specific needs of your support and returns processes