Happy customers and an efficient process without the need for expensive add-ons.
Service management typically includes an Return Merchandise Authorization (RMA) process and procedure. This RMA process involves service orders, estimates, inventory, quality assurance, and much more. All of which is directly tied into finance and time registration.
Business Central is the ideal platform for Service Management and a comprehensive and fully integrated RMA process. Below we outline how this is accomplished within Business Central creating an efficient and automated system.
From submitting the RMA, repairing, and shipping. You are able to handle the entire process within one system.
To effectively run the full RMA process in Microsoft Dynamics 365 Business Central requires handling the following steps:
- Customer submitting the RMA and starting process
- Evaluation, quoting, and warranty management
- Scheduling and management of the repair
- Embedded quality assurance
- Shipment of completed items
Throughout these steps the customer will likely need to be kept updated on the status and any other information that may require their feedback or approval.
Customer submitting the RMA and starting process
Enabling an effective RMA process in Business Central is optimally done through the use of an external Customer Portal. The portal serves as an entry point where customers can log in, create their RMAs, view progress on current repairs, and view their history and warranty usage.
Given that each of these areas require tight integration to Business Central, we've created our own Customer Portal that enables all of the following to be possible directly in Business Central:
- Creation of Service Orders
- View, updates, and approvals of Service Estimates
- Warranty management
- Direct technician chat for question handling with conversation logging
Importantly, once a customer submits their RMA they will receive instructions on how to ship the products and a support chat is available in the portal for handling any questions
Evaluation, quoting, and warranty management
On the other side of the customer facing portal is another portal that is specifically tailored for your technicians. This handles the evaluation of the RMA and the retrieval of customer information, warranty details, costing information, and many other details that are managed within Business Central. Here in the technician portal your team can do the following as part of the RMA process:
- Access RMA requests from customers
- View their assigned tasks and work
- Handle support questions from customers
- Create service estimates and send for signature approval