Webcom’s ResponsAbility’s Return Merchandise Authorization (RMA) software provides you with the capability of addressing customer returns, tracking of those returns and the corrective action process. Since returns are normally handled by many different departments in a company, being able to track the time spent at each stage of handling takes a networked database application that can handle multiple users.

Our ResponsAbility RMA software gives your customers, distributors, and employees the ability to request a return authorization via an easy, customizable form online. When creating a form, a unique case number is assigned to each request instantaneously. At the same time, a workflow engine ensures that the responsible resources within your organization are notified immediately.

Authorized requests are pushed through a predictable and consistent workflow of receiving the goods, inspecting them, testing them, determining a cause of failure, replacing them or repairing them, before the case can be closed. During the investigation/testing phase, your employees, customers and partners can collaborate by providing comments and clarifications, sending notifications, assigning responsibility, exchanging files and drawings, etc. Once a cause has been established, ResponsAbility’s RMA software can enforce a proper corrective action process by requiring a root cause, short term fix and long term fix to be provided, both for internal use and for your customers piece of mind.

Benefits

To Customers:

  • Using only a browser, request and obtain RMA numbers, anytime, anywhere
  • Instant notifications if Return Request have been approved or if additional information is needed
  • Virtual elimination of unnecessary back and forth, phone tags, emailing, as request form can be customized to ensure that a customer cannot request an RMA without providing all necessary info
  • Always up to date on the progress of the return
  • Involvement in the investigation process

To Sales:

  • Awareness of all issues and their status by customer
  • Ability to up-sell services, service contracts, warranties, spare parts, etc. if an issue is caused by misuse, excessive use, and normal wear and tear rather than a product defect

To Support/Engineering/Quality Assurance Organization:

  • Monitor case load by department, user, project, product
  • Visibility to all comments and findings that anybody ever created for any RMA
  • Search for similar cases based on part number, problem description, customer, project, etc.
  • Personalized lists of “my cases”, “my department cases” and “unassigned cases”, ensuring that all cases are addressed and nothing slips through the cracks
  • Tracking by age, creation date, priority, desired completion date, etc.
  • Identifying bottlenecks in the process
  • Elimination of silos and disparate systems
  • Audit trail on each case

To Management:

  • Reporting on number of case per product, department, age, priority, time period, project, customer
  • Monitoring of RMA volumes per day, month, quarter, year