RMA Portal

Solution Overview

The RMA Portal is a self-service application that allows service organizations to provide Web-based support for customers and employees. RMA Portal is a customized solution built upon the Oracle iSupport, which is a key component of the Oracle E-Business Service Suite.

Challenges and Solution

RMA Portal is a right solution for you if you are facing challenges around RMA creation, processing and tracking. Typical problems could be higher processing time, lack of transparency during processing, customer communication/ satisfaction issues.

Solution

RMA Portal is a self-service application which allows customers to create and manage their own RMA’s over the internet. This solution uses Oracle iSupport as a core module to capture RMA’s and offers customized UI to capture information required for RMA creation.

Solution Block Diagram

Key Functionality and Features

Online Registration

Oracle offers a seeded user registration process which creates an user account in the system for self-service application. As a part of this solution, user registration process was customized to use Oracle DQM module. DQM helps in identifying potentially matching customers, addresses and contacts.

Create Service Order/ RMA

RMA Portal offers a simple and easy to use UI to create RMAs which overcomes restrictions enforced by seeded Oracle iSupport UI.

Customized RMA creation UI offers a single page for data entry and provides a placeholder to capture

• Customer Information – Billing/ Shipping
• Address Information – Billing/ Shipping
• Contact Information – Billing/ Shipping
• Defective Product Information
• Notes, Problem Description
• Shipping Method, Shipping Preferences

Track Service Order/ RMA

Oracle iSupport’s self-service tracking eliminates a large share of follow-up calls by letting customers check their transactions such as orders, invoices, payments, shipments, returns, repairs and service agreements online 24/7. As a part of this solution, Online RMA offers customized status UI tailored to specific requirements. This customized UI not only allows customers to track the status but also offers a functionality to take a print outs of packing slips, shipping instructions, contamination forms and other appropriate documents.

Repair Order

RMA Portal solution seamlessly integrates with Oracle Depot Repair to offer 360 degree view of repair process to the customer. This automated solution not only creates a Repair Order but also takes care of Repair Job and Repair Estimate creation upon receipt of defective items. Repair Estimates are automatically submitted to the customer for an approval keeping current Repair Job on hold. Customer can choose to Approve, Decline repair estimates through RMA Portal. Customer can also request to scrap defective unit if required. Based on the customer action, Depot Repair Automation will release Repair Job for further processing or will add appropriate Evaluation fees before returning or scrapping defective unit.

Agent Access

Customers to create their own RMAs over the internet which allows Service Agents to manage only exceptions through Customer Service back-office. Service Agent can also use the same simplified UI to create RMAs.

Benefits

• Simplification of RMA Processing
• Reduction in RMA Processing time
• Increased customer responsiveness
• Higher customer retention through good service quality
• Significant reduction in overhead

Read the success story: Utilizing the Oracle Business Accelerators to Successfully Implement Oracle EBS R12 in 12 Weeks