RMSoft Case Study

A Case Study on Return Management System for one of India’s top Logistics firm

Return Management was a nightmare to our customers; they were spending hours together to resolve the issues regarding tracking of RMAs. To improve the performance of the companies, they focused on wide range of business process-improvement initiatives. And, for improving the customer service, the additional manpower was added & this was leading to the additional expenditure which minimizes the profitability of the company. Sales & After Sales Support activity was hindered by the lack of availability of the vital data’s (material is under Warranty / AMC)

One of the top ranking companies in India, with a network of 10 or more offices servicing all the major cities and Ports in India. Total team strength of more than 300 professionals.

The customer was on the lookout for a solution that would help in logging the Customer Calls, Generating RMA’s on Approval mechanism, maintaining good & return materials, movement of materials to Inventory/Local Repair Centre/ Quarantine Locations, Despatching good material to their Customer, defective to Manufacturer of the material for repair and overall better control of their return material operations. Customer was interested in monitoring their customer SLA’s with respect to the returns operations to achieve the agreed service levels.

The Choice:

Infolog Solutions proposed the implementation of their Return Management System – RMSoft, which aids 3PL's to run the return management operations in an efficient and cost effective manner. It provides the warehouse team & management team to have a total business visibility at a glance.  The software can interface into any ERP system, albeit the customers own back office solution or that used by the 3PL Provider.

Infolog Solutions provided a managed Web based total solution with RMSoft, which could provide the customer with comprehensive information and monitoring of their overall Return Management activities. With a single click of mouse, the Complete RMA Status Tracker providing the details of defective receipt, status of the Repair / Replacement / Advance Replacement details & the Despatch of defective to manufacturer & post Despatch details for any required time period is made available to the customer in a matter of few seconds, which was not the case in absence of RMSoft.

Since the returns are handled by the different group in the organization, certain unique features like Auto mailer, time utilization for completing each process is captured for all the operations. At any point of time one can view the RMA Status Tracker details & Stock available at the warehouse

The customer nightmare of  handling the RMA’s has been suppressed by proper monitoring, tracking & Alerts of the RMA’s. The After Sales Support activity has improved and able to perform to the in line with the SLA & above the expectation of their customers.

Where time is a constraint in after sales support RMSoft helps the organization to streamline and automate the process of RMA’s generation, tracking & solving.