"Overall FrontLines Returns has been highly effective and added
a great many cost savings efficiencies to our return handling processes.
Some of the key areas most benefited have been:
1. Improved and consistent format for collecting and managing
data as related to returns of all product lines.
2. Simple on-line access (24-7) for getting an RMA, as well as,
customer ability to check updated status on-line and review repair
details for all of their returns created on their RMA account.
The 24-7 web RMA tool reduces time spent manually assigning RMA's
over the phone.
3. The web based RMA tracker simplifies international requests
for returns. International customers no longer must leave a message
and wait for a response. This reduced the time to get an RMA drastically
for these customers and reps.
4. Automatic emails allow the customer to stay informed and enable
the factory to be consistent in supplying correct shipping address
and required return documentation.
5. Automatic email confirmation of receipt of customer device
at the repair facility keeps the customer informed and saves them
from calling to verify receipt of package.
6. There is an automatic notification of completion of repair
with an attached repair status summary.
7. The RMA generated Status Summary has replaced an inefficient
and unprofessional looking carbon copy. It also prints directly
from the RMA database. This is a great improvement with a more
professional looking document. Once again, consistent quality
documentation.
8. The RMA system allows simple handling of multiple returns.
Customer receives a single RMA # for any number of returns.
9. All device returns are more efficiently tracked through the
returns process.
10. The system allows us to be the Administrator of the tool.
This allows for greater flexibility to meet changing needs.
11. We have been able to input into the infrastructure of the
product and have readily added the resulting enhanced features
as they have become available.
12. The FrontLines database supplies a rich, detailed history,
of each and every RMA which is leveraged to better serve our clients.
The availability of a complete returns database allows improved
tracking of metrics and other data needed for measuring and improving
our process.
We have a 100% adoption rate within our client and field rep
base. RMA efficiency has greatly improved."
George Durie, RMA Project Manager, Brooks Instrument,
Inc.
http://www.brooksinstrument.com
|
