Automation for a Multinational Tech Company
For any organization, Return Material Authorization (RMA) is a crucial process in which the buyer returns the purchased product back to the seller for replacement/refund/repair/ other compensation, as per the buyer-seller agreement. The seller, after receiving this request, initiates the process to recover the asset, inspects, validates, authorizes any respective actions, and resolves these requests, as appropriate, to the satisfaction of the buyers. This is the accepted norm and a standard operating procedure for the RMA and Asset Recovery process, globally.
Our client is a multinational tech company which specializes in business communications at over 220,000 customer locations worldwide with a minimum of 20,000 communication assets at each location. This results in over 2000 requests raised every day, all of which have to be resolved on time as per the service-level agreement.
As the client’s business grew, the number of requests handled by the RMA and Asset Recovery team grew too, and it became increasingly difficult to manage them manually.
The complete RMA and Asset Recovery Process for the client was managed and executed manually by a small team which led to occasional lapses, lack of internal and external communication, and delay in offering resolutions and closures.
After thorough analysis and multiple deliberations, the client decided that the process should be automated, wherever possible, so that faster resolutions could be offered with zero errors. This also meant that the workforce could concentrate more on tasks that required human skills for successful resolution.
Realising that 70% service requests raised required zero-to-little interface, Arvato introduced automated sequences in the process.
This resulted in greater transparency and tracking of the assets. Timely notifications and reminders were sent to the customers at pre-determined steps so that the customers were made aware of the progress/status of the request.
On the other hand, ASNs (Advanced Shipment Notice) were sent to the respective warehouses so that the team knew what to expect which helped in organising the process.
Service requests were closed within the time specified in the agreement, making the process simpler and easier
With the implementation of Arvato’s Enliven CEM Automation process, the client saw higher customer satisfaction which resulted in generating positive sentiment towards the brand.