4 min read
Service Lifecycle Management 101
Aligning People, Processes, and Technology to Improve Post-Sale Durable Goods Customer Experiences and Revenue
Fully Integrated Product and Part Return Processes
The Mize Returns Smart Blox drives improved customer satisfaction by automating, integrating, and simplifying the product and part return processes while reducing reverse logistics cost and turnaround time across the entire value chain
Mize Returns Management software enables companies to Simplify, Automate, and Integrate Product and Part return processes. Returns deliver many benefits to companies through:
Enhanced Customer Satisfaction from simpler and faster handling of returns
Increased visibility and efficiency in processing Return Material Authorizations (RMA)
Reduction in the turnaround times on Returns
Reduction in Return shipping costs
Increased productivity across the reverse logistics value chain
Reduce Logistics Costs and Turnaround Time
Reduce Operational Cost by Optimizing the Parts Return Path Among Value Chain Participants
Improve Customer Satisfaction with Simpler and Faster Return Handling
Return Decisions: Make the right decision when a Return is warranted
Reverse Logistics: Facilitate the physical flow of goods from the Customer to the Supplier
RMA Documentation: Generate RMA, Shipping Labels, and Credit Memos
Returns Cost Management: Account for the cost of Returns for reimbursement, shipping, and handling
Integrated Returns: Integrate Returns software with ERP or Warehouse Management, Warranty Management, Parts Orders, and Third-Party Logistics (3PL) systems
Return Analysis: Analyze the Returns and Inspection data to Improve Product Quality and Customer Satisfaction
Returns Management Software ensures that all stakeholders (Manufacturers, Distributors, Retailers, Factories, Quality, Service Centers, Customers, and Others) involved in the RMA process workflow can efficiently perform their tasks. They all have access to the real-time Returns data to ensure the material and related information flows smoothly across the value chain.
Returns support a broad array of return processes:
Stock Return Orders: Manage Return orders of Stocked products or parts from Channel Partner’s Inventory back to Distributors or OEMs
Customer Returns: Portal for Customers to initiate and manage product returns, and support requests
Supplier Returns: Manage OEM or Retailer Returns process with Supply Chain Partners
Remanufacturing: Manage Core Returns and Work Orders for remanufacturing or refurbishing the returned product
The Returns Smart Blox is available in multiple languages and can be used globally to handle reverse logistics across country borders with complex customs, shipping, and documentation requirements.
Reverse logistics allows follow-up steps such as “Forward to Supplier,” “Remanufacture or Refurbish,” “Repair,” or “Scrap.”
Returns management software integrates with other enterprise systems and processes for seamless execution of all the activities performed during the Returns process. Mize CX Connect enables two-way integration of Returns Software with Warranty, Support, Service, Parts, e-Commerce, ERP, Warehouse Management (WMS), and Logistics systems.
Contact Centers can initiate a Return Authorization directly from a Case or a Support Request. When customers call or submit a support request via the web, mobile, or other channels, the Support Agent can generate a return request from the information captured in the case. The RMAs can be accessed and managed directly from the Support system to improve Contact Centers' effectiveness in resolving customer issues.
Return Requests and RMAs can be initiated from Warranty Claims, Service Orders, or Return Orders. Integrated Returns Management with Service transactions makes it easier and convenient for the service organization to identify, initiate, and track Returns.
Returns Management software integrates with ERP or Warehouse management to
Returns Management software integrates with 3rd Party Logistics and shipping carriers to:
Returns Management, integrated with e-commerce sites, provides Return Material Authorization and Reverse Logistics functions to deliver better Customer Service. Customers expect the same level of convenience in returning products purchased online compared to products purchased at a local store.
The integrated returns solution helps improve customer loyalty, the efficiency of reverse logistics, and the overall effectiveness of handling returns.
Mize Returns Smart Blox helps companies control the costs, enforce returns policies, and track all costs involved during the end-to-end return process.
Using Returns, Companies can:
Returns Management Software automatically generates RMA and related documents at every step of the Return process.
The documents include:
The automatic creation and sharing of documents improves user productivity, streamlines communication, and enhances RMA traceability.
The return process utilizes bar codes throughout the process, from shipping to receiving to track where the return goods are. Mobile devices or Barcode scanners can recognize the RMA number or the key transaction number that generated the RMA. Barcoding simplifies Goods shipping, receiving, and forwarding at different locations.
Returns management software centralizes the Returns data for reporting and analysis. Configurable reports provide complete visibility to optimize returns management. You will gain insights into Cost of Returns, Product Quality, Processing times, and Key Performance Indicators (KPI).
The Returns Smart Blox is a cloud-based solution available for a monthly subscription fee. Returns provide a simple and cost-effective web portal to Simplify, Automate, and Integrate Returns. A responsive web interface and a mobile app make it easy and convenient to use Returns on any mobile device by all the stakeholders.
Returns run on Mize Connected Customer Experience platform, making the integration with other Smart Blox seamless.
Returns is a complete solution to Optimize Returns Management. You will gain:
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The Mize team brings decades of experience in Service Lifecycle Management. Ask us how we can improve your processes.
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