Features for better service.

service-morning

Any company that sells physical products faces many challenges. The most important phase of the entire product life cycle is after-sales service. This is where your company’s reputation is made or broken. Product failures and other issues that require services to be performed will always be a reality. But it’s how you handle these problems that will define you as a company. The key is to provide a painless, well-organized and transparent returns process where the customer is notified promptly with each status update. You also need to evaluate why your products are coming back with testing and reporting.

So what are the features that a complete system for after-sales service must have? We’ve compiled this list of features that we think are necessary for outstanding service:

Returns Processing

Separate access levels for user, manager and administrator
Users can be assigned or denied access to specific return centers
Multiple brands
Multiple return centers
View reports on returns – In Process, By Product, By Action, By Reason, Average Turnaround Time
Unlimited products
Unlimited custom categories for products, return reason & flag reason
Serial number verification
Barcode labels allow easy return lookup with scanner
Multiple actions for returns: Repair, Replace & Return As Is
Upgrade products or replace with a different product
Multiple return types: Standard, Ship Only, Receive Only, Receive & Credit, Credit Only
Lookup returns by RMA#, Serial Number, Customer Info or Shipping Tracking Number
Automatic flow of returns through the processing cycle as users perform tasks
Route returns to a specific return center based on product
Multiple products and quantities per return
Export customer, returns and other data to CSV files
View reports on product tests and most common failures
Define custom tests for products
Parts request tracking