Service Parts & Reverse Logistics Datasheet

Document created by Deirdre Yee Employee on Jun 18, 2015Last modified by Deirdre Yee Employee on Aug 10, 2015
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Service Parts & Reverse Logistics 


Broken products, missing parts and messy returns; these are a major drain on your profitability and a major strain on your customer relationships. But they also represent a unique opportunity. A timely, hassle-free replacement or repair can result in a customer even more loyal to your brand than before. Also, a quick turn-around of refurbished products or parts can significantly lower costs and positively impact your bottom line. You can even boost revenues as fresh-off-the-production-line units are put into the hands of new, paying customers instead of being used as replacement units. Whether you employ a field service or depot repair strategy to service your customers, ServiceMax can help you resolve customer issues in the fastest, most efficient way possible.


• Ensure timely, hassle-free customer replacements or repairs, increasing both customer loyalty and retention


• Provide your customer service team seamless visibility into returns or repairs throughout the service chain


• Reduce inventory costs by minimizing parts leakage and write-downs


• Reduce costs by using refurbished products/parts to increase spare parts inventory


• Increase revenue by using refurbished parts/products as replacements in the field and putting available new merchandise in the hands of sales, not service


• Improve product quality by analyzing return and repair data across your network


• Consolidate and own the customer relationship across various authorized service centers (ASCs) to better understand buying behavior


• Comply with regulatory requirements by providing audit trails on all parts movements

• Manage forward and reverse logistics for all types of parts and product transactions, including returned merchandise authorizations (RMAs), field replaceable unit (FRU) returns, exchanges and repairs


• Manage inventory data for all types of parts transactions including parts requests, RMAs, stock adjustment or stock transfer


• Model and manage complex distribution networks to manage returns, including global parts depots, in-country hubs, regional distribution centers (RDCs), field stocking locations (FSLs) and third-party repair centers


• Set up complex routing rules to automatically speed returns through multiple depots and locations


• Provide service partners a real-time view into parts availability, and the ability to request/ship parts and initiate/close parts transactions


• Maintain a product revision and substitution matrix for quick customer exchanges and upgrades


• Handle large volumes with ease via batch entitlement checks, and barcode-enabled receipts, moves & shipments

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