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Case Study: FrontLines Returns Product Success at division
of Panasonic
Client Support Problem:
A division of Panasonic - Panasonic Electric Works had a variety
of returns issues within its automation products business. The
return system extremely very manual and with the rapidly growing
volume of business it was becoming increasingly difficult to meet
audit requirements and manage returns. Their return management
requirements were:
1) A need to reduce the number of calls and emails associated
with each return,
2) To centralize return information providing documentation and
report audit information quickly & effectively,
3) Provide their clients with the ability to go online and see
the status of their returns, anytime from anywhere,
4) Have the capability to handle multiple return processes including
stock rotation and repairs management,
5) With regards to Sarbanes/Oxley they needed show both the returns
management and billing process for repairs has the oversight and
approval of executives within the company,
6) Need for their clients to get RMA numbers immediately,
7) Reduction in the turnaround times on returns,
8) The RMA system had to be flexible, adjusting to differing return
handling needs throughout the return's lifecycle,
9) They needed all the above issues handled easily & economically
within Support's budget.
The Before Picture:
The company's returns were handled by a manual process. Typically
their clients either phoned or emailed in their RMA requests and
service reps at the company confirmed the status of the product
authorizing how the return was to be managed, with manual updating
and tracking of where the RMA was in the system. They had to create
emails to keep clients informed and physically track down where
repairs were in the system in response to "give us an update"
calls from clients.
They realized there was time, fee handling, reporting and cost
efficiencies, as well as, the potential to increase client satisfaction
if they could successfully centralize and streamline their RMA
processes.
The After Picture with FrontLines Returns:
The returns department was able to implement a returns management
solution in less than 2 weeks. The quickest benefit realized was
a reduction of return associated calls as they found their distributor
network once using the FrontLines Returns interface, quite literally,
never called again. Distributors would oversee their returns entirely
through FrontLines Return's online interface and with a click
of the mouse see exactly where their returns were in the system.
Clients were also, able to get RMA numbers through the system
so they could immediately start processing their returns 24/7
anytime and from anywhere.
Another benefit was in reporting. Reports which in the past could
take hours or days to assemble could now be created through FrontLines
Returns in a manner of minutes. All Sarbanes/Oxley reporting needs
were also met.
Through every step of the RMA process workflow has been established
to ensure all stakeholders (distributors, factory, internal staff
& others) involved in the RMA are automatically kept properly
informed throughout the return lifecycle. As well, it has become
much easier to adjust the type of return to each of the differing
RMA situations whether it involves stock rotation, inspection,
passing units to factory for evaluation, repair of the product,
shipping or issuing fees.
The entire FrontLines Returns implementation was done by Panasonic
Electric Work's support staff, there was no requirement to have
programming skill and the cost of the implementation fell well
within support's available budget.
Conclusion:
Within a handful of days FrontLines Returns had started delivering
both the time and cost efficiencies the organization required
with regards to its return processes while at the same time creating
a notable improvement in client satisfaction.
There has been an ongoing reduction in return's related calls
and emails and the turnaround time with regards to the handling
returns has been reduced significantly.
The returns team has been empowered within this organization
and is able to quickly and effectively create reports to ensure
efficient returns management, as well as, easily create those
reports legally required for a publicly traded organization, meeting
all of the Sarbanes/Oxley requirements.
If you would like more information about this case study please
email Mark Taylor, Director of Business Development for FrontLines
at mark@frontlines247.com.
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