Salesforce
Return Merchandise Authorization (RMA)
Security Retail & Service provider partners with Rithom to create a secure RMA. Saves $25k in licensing and $40k in manual entry tasks.
Challenge
A leading access control and security solutions organization in the Electronics industry wanted their customers to be able to create a Return Merchandise Authorization (RMA) online. The company was receiving RMA’s through email and then manually copying the details into their Salesforce records. Although the company has an interest in Salesforce Customer Community, they could not dedicate funds or personnel to its management yet. Instead, being tasked with doing more with less, the company knew they needed a new approach to their RMA process -- one that had a direct line into Salesforce.
Solution
Rithom provided this client with a solution using Salesforce Sites. Each customer is provided with a unique URL, Username, and Password. The URL takes the customer to their own individual Salesforce Site page, where they can upload their documents securely and directly into Salesforce.
Result
This client’s goal of doing more with less was made possible with Rithom’s use of Salesforce Site functionality — Now in less than half the time, all parties can process an RMA with better visibility and analytics. By leveraging Salesforce with Sites, it can be a managed process without the additional licensing costs. This new approach is saving the company $40,000 for half of a full-time employee and $25,000 in licensing costs, totaling $65,000 in annual savings.
This functionality would apply to many industries. If you are looking for a cost-effective way for your clients to initiate and manage an RMA directly within Salesforce, Contact Rithom.
“Complete integration to Salesforce! Yesterday, RMA was managed in four places and now it's a more user centric process, better reporting, and less than half the work for the internal resource.”
Savings estimated at $65K+ per year
360° visibility
Fully Secure & automated RMA process
Customer Feedback
Complete integration to Salesforce! Yesterday, RMA was managed in four places: When we closed a Support Ticket (SFDC Case) for RMA, we then had it to create the RMA return in Netsuite, track it in an RMA excel spreadsheet, and then log it in a separate RMA portal that the customer had access to. Today, when a RMA ticket (SFDC Case) is created, SFDC generates the related RMA with Items which the customer has access to via Salesforce Sites. The customer can also initiate the RMA Process from the same Salesforce Site. The end result is a more user centric process, better reporting, and less-than-half the work for the internal resource.
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About Rithom
Established in 2013, RITHOM creates, educates, and optimizes IT and Marketing solutions to help our customers reach their full potential. We provide value through affordable growth strategies for your business. Rithom is committed to sustaining the highest quality standards from end to end Technology implementations to serving as an extension of your team or tackling all of your IT and marketing needs. We can conquer it all!
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