Improve Customer Satisfaction by Reducing RMA Processing Time and Meeting SLAs

Our Client is an IT infrastructure performance company for networks, applications and storage. Their family of WAN Optimization solutions optimizes business growth by increasing application acceleration, enabling IT Consolidation, and providing enterprise-wide network and application visibility – all while eliminating the need to increase bandwidth, storage or servers.

Client Requirements

  • To develop an RMA Portal to reduce the order entry time and effort
  • To integrate Oracle to Baxter to feed planning data for Field and DC planning
  • To develop B2B Integration with 3rd Party logistics partner
  • To develop Alternate and FRU definitions in Oracle to make it available in RMA portal to reduce manual processing
  • To develop On-hand reconciliation process to match inventory b/w 3-PL and client

Key Challenges

  • Missing customer SLAs and delay in responses to customer requests
  • Higher repair & transaction costs
  • Manual and redundant processes of creating RMAs and communicating with the logistics provider
  • Disparate systems – Case Management system, ERP system, Planning system and Logistics provider
  • Inventory inaccuracies between ERP and logistics provider
  • Warranty support losses

Jade Global’s Solution – Reverse Logistics Solution

  • Conducted discovery phase to review entire Global Service Delivery Business Process
  • Developed business process based on industry leading best practices
  • Designed and developed an RMA Portal
  • Completed integration with 3PL (UPS) using RosettaNet Standards
  • Completed integration with Baxter Planning Application
  • Developed Configurable solutions:
    • B2B Exception Management
    • Escalation Management
  • Developed Automations:
    • Warranty Entitlement
    • Alternate Parts Routing and Maintenance
    • Field Transformation
    • On hand Reconciliation
  • Created a scalable solution to support rapid business growth

Business Benefits

  • Reduced RMA processing time
  • Enabled SLA Compliance
  • Optimized inventory management & tracking
  • Developed processes to orchestrate coordination between multiple parties and systems
  • Increased overall customer satisfaction