The high volume of returns and potential disposition options overwhelmed the customer infrastructure, making it impossible to manage the task efficiently.
Equipped with the capability of handling RMA for years, Tech M felt the need to re-engineer the RMA mechanism, as a thorough DSAT analysis identified it as a top defect area.. The experienced team that is well versed in the validation process on returns driven by customer set policies, proposed to offer a web-based interface that would automate RMA touch points and improvise end customer experience. This would take care of:
- Manual errors on data inputs (shipping address etc.), increasing RMA returns and elevating customer complaints on delayed delivery.
- Concerns over delayed deliveries in spite of overnight and express shipment paid.
- Customer concerns over understanding gap in shipping time frames.