Thanks to the increase in e-commerce orders over the last few years, and the Great Resignation, product ordering, and returning processes have been pushed to their limits. Delays in the supply chain continue—as well as in the reverse supply chain—and the old way of implementing workflows is simply not working well enough.
Whether you’re an OEM, a merchant, or a third-party service provider, there are always opportunities to improve internal efficiency. When it comes to return merchant authorization (RMA), your approach to the product return or repair journey can easily affect all aspects of your reverse logistics.
This post will cover the benefits of revisiting your RMA workflows for adjustments.
#1 You’ll Be Better Prepared for Problems in the Future
Seem obvious? If you’re looking for a better RMA process, you already know sustainability is a priority for your company. No one wants to return to the same problems four or five years down the road. While of course systems change and technology have their influence on processes, revamping your RMA workflow and ensuring better returns operations (as a 3PL company or an OEM) should start with considering the next ten years of processing.
Automation Is Key
How automated is your overall reverse logistics system? Like it or not, serious advances in automation are here and they’re not slowing down any time soon. Have a look for yourself and you’ll see many advances in automation focus on these internal processes: customer relations, reporting, and inventory management.
In other words, you could add the following to your workflow:
Consider the above three bullet points as a checklist for your process optimization, one that goes beyond the RMA phase and into your place in the entirety of reverse logistics.
#2 You’ll Have Happier Partners & Customers
When internal RMA operations are thriving, the merchant’s customers will feel it. Optimized workflows can easily result in less wait time for customers and increased visibility so they can have peace of mind knowing their return or repair is taken care of and in good hands.
Unsure if it’s worth the investment to restructure your RMA workflow?
A recent Forbes article claimed 52% of customers will pay more if it means they get a better experience. So when you take a step back and evaluate your current system, consider how your software can uplift the partner or customer experience for the sake of long-term retention.
#3 You Can Cut Down on Product Forfeits
When you optimize your RMA process, you stand a better chance of delivering on the customer’s needs before they completely abandon ownership of the product. Over time, preventing product forfeits could lead to saved expenses – especially when paired with automation in place of mundane labor that could otherwise be utilized elsewhere.
Of course, when it comes to product expense losses, there’s more at play than the internal workflow. If you have a third-party repair service you work with, make sure you’re on the same network. This can save significant amounts of time on communications and product transfer.
RMA & Reverse Logistics Software to Get You Started
At ServiceCentral, our technician-guided RMA management software is like none other. We develop complex systems for B2B and B2C businesses seeking better internal operations and better business relationships. From small repair shop businesses to corporate manufacturers, our clients see every step of the reverse supply chain.