Track your supported items at each stage of the returns process from initial reporting of a fault, through to transit, testing, final repair, and resolution.
1. What Does It Do?
- Submit returns for review and approve or reject as appropriate
- Track returns through the complete lifecycle from initial reporting through to transit, testing, repair or replacement
- Manage specific tasks for engineer activity and ensure everyone knows what needs to be done and when
- Keep up-to-date with automated email notifications for both customers and engineers as the return progresses
2. Key User Benefits
- Increased visibility of all return activities
- Helps identify poorly performing products
- Improved customer communication
3. More Info
Whether you’re a manufacturer or supplier, all too often the products you provide malfunction; despite all efforts, they must be shipped back to site for investigation, and possibly a repair or replacement under warranty. Keeping everyone in the loop, and tracking the current status of a return at every step of the way, is critical to making the whole process seamless and transparent.
With Sunrise Service Management you can track all supported items at each stage of the returns process from initial reporting of a fault, through to transit, testing, final repair, and resolution. This increased visibility over the whole returns process keeps customers in the loop and allows you to gain control over all return requests.
In cases where multiple items require returning each item can be allocated to the same return record ensuring that you have a consolidated view of return activities including the total value of all returned items, and the customer contract they belong to.
As the return progresses individual tasks can be assigned to engineers to fully test the item, undertake and necessary refurbishment. Sunrise Service Management ensures full traceability and visibility of progress very step of the way.
What Our Customers Say
"Sunrise has been transformational in how we are now working and the data that we are able to capture and use."
"We saw that Sunrise’s employees are really enthusiastic about the company and hugely experienced. That made our decision very straightforward - Sunrise is just the right partner for us. Adopting the SaaS model means we don’t have to worry about release cycles or server management either, as it’s all managed by Sunrise."
"As with the entire NHS, we have a focus on efficiency, and Sunrise enables us to automate many of our processes, giving staff time to handle more complex, more challenging jobs where they can really add value."
"We have the ability to customise the platform for different areas of the university and have removed the need for a multitude of platforms from multiple providers."
"It’s all there at your fingertips with Sunrise. When we showed Sunrise ITSM to the rest of the team, it was a case of ‘when can we have it?'"
"Flexibility, scalability, customisation and speed of implementation were paramount to us. Sunrise ITSM enabled us to improve and alter the way in which we logged and managed queries through to resolution, with a clean and simple user interface that staff could quickly and easily get to grips with."
"The relationship we have with Sunrise feels more like a partnership than a client / supplier dynamic. They have always responded to our feedback 100%, and gone out of their way to support us in our ISO/IEC 20000 undertaking."
"Thanks to Sunrise and ITIL we’re confident that we can deliver the service our customers require and better understand and respond to their changing needs, in a more digitally-driven world. "