product service & support

If you’re a manufacturer, service center, or laboratory that receives customer products for upgrade, service, or calibration, DejaNew’s ISO compliant, turn-key, return processing solution may be just what you need to take your process to a whole new level of efficiency, functionality, customer support, and quality control.

Experience

Our executive team has more than 20 combined years of hands-on experience developing, customizing, and managing broad, scalable product return merchandise authorization (RMA or RA) processes in the high-tech manufacturing and calibration market.

Product Returns and Software as a Service

Our return processing solution includes expert customization and deployment of Salesforce.com to manage the many difficulties in receiving, servicing and returning customer supplied products.

The Salesforce.com platform provides a powerful, flexible, and secure SaaS system that enables the majority of our support process to be automated, removing virtually all paperwork, and providing levels of control and functionality not possible with other systems.

Complete Product Return Life Cycle Management

DejaNew’s product service and support solution can provide your organization with comprehensive workflow for your customer service representatives, technicians, shippers, receivers, and accounting personnel, including:

RMA issuance, including integrated online requests
Service cost quotations
Cost approvals in advance of service
RMA receipt and content matching
Technician processing
Automated internal routing and tracking
Exception handling and additional customer approvals
Detailed technical information about services performed
Customer notifications and service reports
Return shipment
RMA Invoicing
Service reminders for capturing recurring revenue

In addition to easy to use out of the box functionality DejaNew can also customize your system to cover every aspect of your unique product return requirements.

Putting it in Perspective

If you’re currently processing customer products for return service or support, you likely experience plenty of frustrating and costly inefficiencies. The pain points inherent in servicing customer supplied products quickly add up to large amounts of wasted time and effort resulting in large amounts of non-billable costs and services.

Take some time to ask yourself the following questions, and then contact us to learn more about how we can help.

Are you ISO 9000 or ISO 17025 certified or compliant? If yes, does your customer product return process meet ISO requirements for receiving and tracking customer products, and meeting customer commitments? Does your customer service process meet the step-by-step needs for quoting service, processing purchase orders and other customer approvals, meeting customer requirements, and invoicing the customer?

How do you plan for and anticipate future service revenue?

How do you determine whether you’ve received all of a customer’s products under a given RMA Number – or the right products?

How do you ensure that you get customer approval of the service cost prior to beginning to service a product?

Can you locate the exact location and status of customer supplied products throughout the entire support process?

How do you ensure that returns are being processed quickly and efficiently?

How do you know what parts have been replaced, what services have been performed, and whether these were approved actions – in real-time, as well as in the past?

How long does a customer’s product spend within your facility, from the moment it is received to the moment it is returned to your customer?

Do you know how long it takes for your technicians to service specific types of products, and what are the most common parts replaced and services performed*, with a single mouse click?

How do you know if you are meeting your customer commitments – and not only in time to act, but as a measure of your abilities to meet deadlines and needs over a period of time?

How do you prevent your shipping department from return-shipping too many, too few, or the wrong products back to your customer?

Do you automatically create and send service reports to your customers?

Do you keep track of all service history for a given customer, on both the product level and the customer level?

Can you trace customer satisfaction surveys back to individual service instances?