Most businesses focus on growing their top and bottom lines. Sometimes, the importance of providing exceptional customer service is overlooked. One of the more difficult to manage customer service processes is handling product returns. While dealing with RMAs is not something organizations look forward to, , it presents a golden opportunity to impress the customer with an efficient system for resolving such returns and providing satisfaction to an otherwise disappointed customer. If your RMA process is cumbersome or not responsive enough, you may drive your customers away. ResponsAbility’s preprogrammed RMA process will help you to address concerns and retain customers, while decreasing the amount of resources dedicated to the RMA process.
 

Our ResponsAbility RMA software gives your customers, distributors, and employees the ability to request a return authorization via an easy, customizable form online. When creating a form, a unique case number is assigned to each request instantaneously. At the same time, a workflow engine ensures that the responsible resources within your organization are notified immediately.

 

WebSource CPQ Makes the Journey from Automation to Simplification to Collaboration

Webcom, Inc., the leader in simplified quote-to-order enablement for the selling of complex products and services, announced today the availability of version 9.0 of its market leading WebSource CPQ (Configuration, Pricing, Quotation & Proposal) solution. The new release demonstrates Webcom’s thought leadership as the solution builds off of prior themes of automation and simplification. Adopters of collaborative selling are sure to gain competitive advantage.

“Automating and simplifying is no longer enough, they entire community of sellers, partners and customers need to work together to best match the customer’s needs to product and service offerings,” said Aleksandar Ivanovic, CEO and founder of Webcom, Inc. “Collaboration needs to be core to the sales process in order to be able to provide actionable insight for our users to leverage,” added Ivanovic.

A new module available with WebSource CPQ, Collaborative Selling leverages Webcom’s case management offering, ResponsAbility. Collaborative Selling enables elements such as “Ask an Expert” and “New Feature Request” to provide Google Wave-like threads delivered in a Facebook-like feed, utilizing business rules and workflow that enable users to better capture and tap tribal knowledge, accelerate deals through the sales process and speed product portfolio innovation.

In addition to collaboration through WebSource CPQ, other significant new features include:

• Container enhancements allowing for control of who can see which container column and easier placement of content into a proposal or other generated documents
• Where applicable, rule-writing is minimized and replaced by simple table inference
• Just like generated documents can either be in their native format (MS Word, Excel) or in PDF, the dynamically created notifications attachments can now be in PDF as well
• Automatic quote expiration behavior, including auto-updates of CRM opportunities
• Approval Reminder process prevents approvals from slipping through the cracks

“V9 is just more positive reinforcement that we made the best decision in choosing WebSource CPQ to power our services business at Atlas Copco Compressor Technique Service Division,” stated Louis De Jaegher, Process Manager at Compressor Technique Service Division. “Webcom’s release strategy provides a nice balance of new features for the business user and ease of use for the administrative user,” added De Jaegher.

WebSource CPQ is designed to help drive increased revenues and margins, increased customer satisfaction, reduced costs and improved productivity. Requiring nothing more than a web browser, WebSource CPQ allows sales people, channel partners and consumers to easily and skillfully configure, price, quote and propose products/services.

“WebSource CPQ is a true software-as-a-service (SaaS) multi-tenant application allowing speed, scalability, security and instant-upgrade,” stated Chris Lesar, Executive Vice President of Webcom. “Everyone is on the latest release. Nobody is hollering ‘upgrade me: I need these new features more than the other guy’.”

Webcom’s customers and partners will further collaborate on WebSource CPQ features and product road-map at the Client Summits in London, October 4-5, 2010 and Milwaukee, October 14-15, 2010. More information is available at www.webcominc.com.

Authorized requests are pushed through a predictable and consistent workflow of receiving the goods, inspecting them, testing them, determining a cause of failure, replacing them or repairing them, before the case can be closed. During the investigation/testing phase, your employees, customers and partners can collaborate by providing comments and clarifications, sending notifications, assigning responsibility, exchanging files and drawings, etc. Once a cause has been established, ResponsAbility's RMA software can enforce a proper corrective action process by requiring a root cause, short term fix and long term fix to be provided, both for internal use and for your customers piece of mind.

ResponsAbility Demos