Return and Depot Repair Management

This all-inclusive solution supports returns management through a user-friendly customer portal, seamless RMA generation and receiving, efficient work order software management for both billable and warranty-related tasks, and promotes simple ERP integration.

Customer Interaction and RMA Issuance

Customer Contact

 The process begins when a customer contacts your service department via phone, email, or through the customer-facing RMA portal.

RMA Issuance 

Upon receiving the request, a service representative or the automated system generates a Return Merchandise Authorization (RMA) number. This step involves verifying customer details, product information, and identifying the issue.

Receiving the Unit

Shipment 

The customer ships the unit back to the service center, referencing the RMA number.

Check-In 

  • Once the unit is received, it is logged into the system. The system records the receipt of the unit against the issued RMA number, updating the status to “Received.”
  • Status change notifications automatically update customers when their service has advanced to the next step in the process.
  • Options to support customers with replacement or loaner.

Creating a Work Order

  • A work order is generated for the received unit. This includes details about the repair or calibration needed, customer information, and product specifics.
  • ERP integration enables the automatic creation of a manufacturing order.
  • The work order is assigned to a technician based on availability and expertise.
  • Status change notifications automatically update customers when their service has advanced to the next step in the process.

Evaluation and Quoting

Inspection and Evaluation

The technician inspects the unit to diagnose the issue.

Quoting

  • Based on the evaluation, a quote is prepared. This includes labor costs, replacement parts, and any additional charges. 
  • ERP pricing integration ensures accurate quoting.
  • The quote is then sent to the customer for approval.
  • Real time queries are used to manage open work orders and quotes.

Repair or Calibration

Customer Approval

Once the customer approves the quote, the repair or calibration process begins.

    Repair/Calibration

    • The technician performs the necessary repairs or calibrations.
    • The system tracks the progress and updates the work order status accordingly.
    •  Status change notifications automatically update customers when their service has advanced to the next step in the process.
    • Vendor claims are available for warranty recovery of faulty parts from suppliers.

    Completion and Shipping

    Quality Check

     After the repair or calibration, a quality check is performed to ensure the unit meets the required standards.

    Shipping 

    • The unit is then packaged and shipped back to the customer. The system updates the work order status to “Shipped.”
    • Status change notifications automatically update customers when their service has advanced to the next step in the process.

    Billing and Financial Transactions

    Billing

    An invoice is generated for the customer account based on the repair or calibration charges. For warranty repairs, this may involve a no charge or credit memo transaction.

    ERP Integration and Synchronization

    (Learn More About Integration Capabilities) 

    Data Synchronization

    Synchronization with the company’s ERP system ensures that customer data, products, and replacement parts are always up-to-date. This synchronization is crucial for maintaining accurate records across the organization.

    Inventory and Financial Transactions

    Real-time integration with the ERP system allows for seamless management of inventory availability, invoicing, and credit memo transactions. When a part is used or an invoice is generated, the ERP system is updated instantly to reflect these changes.

    Data Storage and Reporting

    Data Warehouse

    All relevant data is stored in a data warehouse. This includes customer details, repair information, parts used, and financial transactions.

    Reporting and Analytics

    The software provides robust reporting and analytics capabilities, allowing stakeholders to generate dashboards and reports for insights into service performance, technician efficiency, common issues, and overall customer satisfaction. Learn More

    Continuous Improvement

    Insights gained from analytics help in refining processes, improving service quality, and enhancing customer experience.

    Dashboards

    The stored data is utilized for generating reports, conducting analytics, and creating dashboards. These tools help in monitoring performance, identifying trends, and making informed decisions to improve service processes.

    By integrating our service management software with the ERP system, companies can achieve a seamless, efficient, and customer-centric repair and calibration process, ultimately enhancing user satisfaction and operational performance for both you and your customers.

    Case Studies

    Learn more about what our customers are saying by viewing service case studies below

    Hartzell Propeller Streamlines Service Processes with Service Management

    By RMB Solutions Propelling Business with Streamlined Service Management Hartzell Propeller, a company with a storied history dating back to 1917, is renowned for its high-quality propellers. Founded through a collaboration between Orville Wright and Robert Hartzell,… Learn More

    "We feel much more confident about our invoicing now. In the past, there was room for things to slip through the cracks. I’m more confident now that every billable part and hour is accurately recorded."

    – Keith Huffman

    Service Accounts Manager, Hartzell

    Contact us today to view a demo!

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