Six important considerations when choosing your RMA Management software.
The use of RMA Management Software is becoming more and more common. Every producer will have to deal with Customer Returns at some point – Return Material Authorisation (RMA) Management. This is an important step in the process of returning goods that have already been delivered to the supplier or manufacturer. RMA management determines whether a product needs to be replaced or repaired or if the client is entitled to a reimbursement of the purchase price. There are countless RMA software solutions that can streamline and simplify this process, but what should companies keep in mind when choosing their RMA software? Here are our suggestions:
RMA Management Software & User experience
No matter how comprehensive and powerful a piece of RMA Management software is, none of that will matter if it is difficult and counter-intuitive to use. One of the most important properties of the right RMA software is the quality of the user experience it offers. There are a number of aspects to keep in mind. For example, it is important that the software offers multiple language options, because most organisations employ people with different nationalities. Another important factor is that the software should be easy to understand.
Employees’ knowledge differs when it comes to computer literacy. This is partly due to their role within an organisation: educational background and experience, an engineer will have little trouble getting to grips with new software, but the same must go for an operator & the manager. Since multiple disciplines within the organisation are involved in the RMA process, it is important that the software’s User Experience is good for everyone.
Some software handles the RMA process by following a fixed template. That is not necessarily a bad thing, because it offers users a clear structure. On the other hand, RMA software should also offer a degree of flexibility, since no two RMA processes are the same. The functionality should allow users to set up workflows that optimise & support their own unique processes and allow them to take care of every step of the RMA process.
Another important consideration is the ability of the RMA Software package to scale when required. Smaller web shops with a limited product range will not demand a lot from their RMA solution, but small-scale software will not be enough for major producers with a much larger array of products. It is therefore advisable to determine whether the system can be scaled up if the situation calls for it, e.g. when a producer or web shop decides to expand their product range or when the number of return shipments grows. In that case, the company will not be forced to look for a different software solution right away.
Over the course of the past decade, business intelligence has become enormously popular. This is mostly due to the availability of increasingly powerful computer chips and the meteoric rise of cloud computing. Large quantities of data can be analysed with increasing ease and businesses can take advantage of the insights gleaned from said data analysis.
That is precisely why it is so important that an organisation’s RMA software includes business intelligence features. For example, if a thousand products are returned, a company can use its RMA software to detect a trend in the historical data. Do certain products often fail to meet customers’ expectations? That might point to a communication problem. If a product often breaks in the same manner, the production process should be critically evaluated to resolve the problem. Those are just two examples; many organisations are sitting on a veritable treasure trove of information without even realising it.
Integrating with other software
In any organisation, no matter how big or small, the RMA Management software will be used alongside and in conjunction with other software, e.g. accounting and/or inventory management solutions. It is therefore important that the RMA software is easy to integrate with the company’s existing software. Integration may be required for third parties or even into customer systems.
Mapping, Developing & Implementing RMA Management Software
In the same vein as the integration mentioned above, it is also important that the software’s developer is familiar with the RMA process. Do the developers know what problems may arise and does their code provide solutions to these problems? A developer’s involvement during the development is a given, however having the team involved in information gathering & process mapping and during the solution’s roll-out is key to a successful launch and future use. When implementing software designed for something as complicated as the RMA process, proper support from the developer is essential and feedback from the users is key to product improvement.