We designed and implemented a world-wide helpdesk and RMA system for our client in the leading intelligent recognition device manufacturer industry. The system interfaces with the customer's SAP Business One ERP system in order to satisfy the integral needs from all business units. Together with SAP-B1, the system provides the tailored solution for the customer service, warrantee service, repair, billing, reporting, return and shipping accustom to the client's specific needs. It greatly reduces the wasteful email communications among all business units, manually documents and spreadsheets creation. In the meantime, the system orchestrates the workflow among all business units and provides superior service to its customers. It also greatly reduce the waste due to the RMA and repairing process.

Features:

• Full SAP integration, To ensure the workflow based upon the SAP business processes, data accuracy and integrality.
• Real-time Business Partner information search, and handling according to the Service Contract.
• Interaction with the SAP ordering system, access to Business Partner's sales orders records and relevant information.
• Extend SAP's return management and delivery management, RMA real-time status updates for the helpdesk engineers.
• Mail reminding: Recording customer's feedback into the RMA system and send notification to the related customer, managers and other people for key point changes.
• Instant communication: Any customer's feedback, the internal operation of the various processes and communication between, all in real-time tracking and reminders.
• Task allocation and scheduling: online task allocation and scheduling, to ensure the smooth progress of the workflow.
• Dual integrated access control: integrated enterprise system security certification and safety certification, to ensure system data security.
• Approval mechanism: we have approval mechanism besides the security access control, requires approver's approval for some special processing to ensure the safety of business.
• Work log export: Employees can easily export working reports into timesheets and submit to the managers. Managers can review the staff's working efficiency.
• Reporting system: Provide the capability to the managers for after-service feedback, product defect reports, RMA reports and service reports.
• Service Level Agreement (SLA):System keeps track of all the updates of a ticket and sends out notifications to ticket owners and their supervisors if tickets are not responded in defined intervals. Different intervals are defined for each ticket priority level. In additional, system will also send out notifications if tickets are not updated in defined intervals.
• Multiple Time Zones: System supports to displayed date/time data based on login user’s time zone. Users can chose/change their own time zone anytime.
• Ad Hoc Report Capability:System provides ad hoc report capability for users to build their own reports. The generated report can be printed or exported to Spreadsheet file.
• Create tickets by Emails:System can periodically retrieve formatted information from incoming emails in the designated mailbox to create tickets.
• Online Customer Portal: Customers can use web browser to access online customer portal. The customer portal provides the following features: Submit/view tickets – Customers can submit tickets and view the ticket status online. Multi-Level agencies - System support creating tickets for customers with multi-level agencies. Users registered with higher level agency can view those tickets created at its lower level agencies. Message board – Helpdesk can broadcast messages to all customers or selected group of customers FAQ – Customers can access helpdesk knowledge base for FAQ
• Customer Survey:Helpdesk can initiate customer survey by emails or message board at Customer Portal. The survey can be ticket specific or general purpose.
• On-Call SMS notification:System can send SMS alerts to on-call support staffs whenever a new ticket is created for those subscribed customers.