Customer Care
general services such as product and order inquiries, payment, complaints etc.
product registration and account update
resolve missing shipments, shipments with damaged or wrong products
technical support
purchase of service items and spare parts
issue RMA for credit, warranty exchange, upgrades
issue orders for field services and in-house services
Self-services
view order and shipment status
register products
request for RMA, tech support and other services
view RMA and service history
view knowledge base
RMA
pick > ship > receive
pick > ship
credit
receive > inspect > credit
receive > replace/repair/refurbish > pick > ship
receive > return to vendor > receive from vendor > ship
receive > return to vendor > vendor credit > credit/ship
subcontract > receive from contractor > pick > ship
subcontract > drop ship
receive > replace/repair > pick > pickup/ship > invoice
RTV
return items from in-house usage and customers’ returns
link multiple RMA items to multiple RTV orders
issue RTV > vendor approval > pick > ship > receive > inspect
issue RTV > vendor approval > pick > ship > vendor credit
Depot Repair
user-definable workflows for specific products and service requirements
track material and resource usage, defects and resolution
provide insights for failure, correction and performance analysis
Field Services
create orders -> schedule -> dispatch -> services -> invoice
track equipment and inventory carried by technicians
view orders, knowledge base and update status on scanners/PDAs
Service Subcontracting
for contractors to receive service orders, update progress and status
track inventory in and out from your company to contractors
allow contractor to bill services that auto create AP invoice entry in ERP
Service Center
enter orders, receive items, inspect, service, pick, ship and invoice
built-in inventory system to classify inventory by condition
provide API and import/export functions to integrate with other systems
web portal for customer self-services
point-of-sales interface for retail operations
option to integrate to Sage 300