Reverse Logistics Solution for Hi-Tech Companies

Our Client delivers the smart grid standards-based, IPv6 networking platform, software and services that enable utilities to easily deploy, monitor, and scale multiple smart grid applications on a single unified network. Their platform supports advanced metering, outage restoration, and load management operations, allowing utilities to improve smart energy management, while enhancing customer service and reducing costs.

Client Requirements

  • To implement Oracle Service Contract and Install Base
  • To implement Reverse Logistics
  • To automate Forward Shipment
  • To automate RMA Receiving and Shipping
  • To integrate UIQ and Install Base
  • To implement Depot Repair

Key Challenges

  • Need for migration of historical Install Base and Service Contract data
  • Large size of data - nearly 5M records
  • Returns maintained in excel sheets in different formats
  • Initial and Analysis only performed excel spreadsheets but not in the system
  • Slow and time consuming process to determine customer service entitlement in case of returns

The Solution – Reverse Logistics Solution

  • Implemented Install Base and Service Contract to record service entitlement of a product and other important information which are readily available to customer support personnel
  • Designed a proper format for Customers to provide details of returns which in turn is used by RMA department to automatically receive products
  • Designed a proper format for Vendors to provide analysis for returned goods and store it in Depot Repair for future reference and also automated the shipment of replacement products

Business Benefits

  • Significant improvement in customer service turnaround time
  • Significant reduction in manual transactions
  • Increase in productivity
  • Reduction in the scope of mistake or errors as processes were automated