Nothing brings a supply chain partnership together quite like dynamic, intuitive service management software. When things are working on the internal systems front, it opens up opportunities for matters like growth and strategy.
When it comes to reverse logistics, these systems are just as vital – if not more so. Sending products back up the line of the reverse supply chain or looking into warranty claims can quickly turn complicated if the infrastructure for those tickets isn’t adequately supported.
This post will cover features that solve communication and administrative issues common for OEMs and 3PLs in the reverse supply chain.
#1 Cohesive Workflows = Better Fulfillment
Every company has its own way of doing things, but the goal remains the same across most industries: strive for efficiency. Efficiency being especially important to OEMs who need to keep RMA tickets visible and moving without interruption from stage to stage.
When it comes to communicating workflows and best practices, service management software should drive home that common goal with features like widespread ticket tracking and competent SKU management. Considering the mutual benefit from an improved process, workflow solutions also present an opportunity for the OEM and 3PL to share common values and learn from one another.
#2 A System Capable of Demand Surges
Between matters of faulty hardware, seasonal sales, and the rise of popular gadgets, a convergence of influences can lead to sudden high demands. Dealing with those high demands can be stressful, especially for the 3PL who often have more stakeholders than just the OEM to keep happy. In fact, 3PLs are in a unique position as they oversee transactions and product movement on behalf of multiple entities at once.
High-demand, high-stress situations are where outdated software systems show their age. Some minor bugs and strange behavior are easy to deal with when there isn’t a line of customers going out the door. If you’re struggling to keep up with demand surges, consider seeking cloud-based software solutions that are regularly updated and don’t bog down your process.
#3 A Customer-Centric Approach
Does your software empower your system for a customer-centric philosophy? Seems obvious no doubt, companies have put the customer first since the invention of currency. But you may be surprised by the extent of processes that don’t adequately support that very philosophy. Reverse logistics entities can be so caught up in “process” and improving overhead that they actually forget the endgame: customer retention.
Of course, a good customer-centric approach starts with the customer relationship manager (CRM). But it doesn’t stop there. When a customer brings a product in for repair or return, or has a warranty claim, they shouldn’t be left waiting days and days for updates. They should have access to ticket trackers (many have come to expect this, in fact) or at the very least receive regular, automatic updates in the form of emails or SMS communications.
What’s true for the customer’s needs, in this case, is also true for the OEM. Maintaining a partnership between the OEM and 3PL is made a lot easier if the OEM has access to what’s happening with their end customers’ tickets.
Service Management & RMA Software for Dynamic ERP Solutions
At ServiceCentral, we aim to bring reverse supply chain companies into a place of harmony. Our success relies on products that support that harmony, like ServiceManager™ and ServiceNetwork™ – management software specifically designed to bring solutions to reverse logistics pain points.
Curious to learn more? Give us a call or contact us online for an inquiry.