REQUESTS AND RETURNS Software Module

IBS Requests and Returns software is a superb tool for customer/supplier service and support operations, including the ability to handle returns and record all interactions with business partners.

HIGHLIGHTS of Features & Benefits
• Monitor the entire flow of a request from one central point
• Respond quickly and efficiently to any customer or supplier request
• Manage and route costs for resolving incidents
• Anticipate future incidents and avoid recurring problems
• Track improvement actions to assess effectiveness.

In a highly competitive environment, service might be the crucial factor that puts you ahead of your competitors. IBS Requests and Returns is a strategic application that supports user decision-making and provides more flexibility to help you face business challenges. The software is intelligent and workflow-oriented, with alerts and escalation processing, as well as the ability to respond to business partner requests with the highest levels of service.

REQUEST MANAGEMENT

Each request can include the following information:
Request number – This identifies each incident that is reported and is assigned as soon as a business partner lodges the request.

Cross-reference – The request number is cross-referenced with the client's name so it can be immediately accessed, should the business partner call back.

Notes – Allows everyone in-house to communicate about the request.

Resolution – Traces the request and indicates the steps that should be taken in order to clear up the matter. This can also be used to inform customers/suppliers of the current status and even generate sales orders for replacements, credits or add-on orders.

Time management – Tracks the amount of time spent on any request, with each person working with the request logging these figures. This is especially valuable when evaluating the true cost of a request. Each resolution code can be given a predefined cost for profitability analysis.

REQUEST SUPPORT LEVELS

Create order – A new sales, service, manufacturing or purchase order can be created directly in IBS Requests and Returns, with the possibility of copying referenced product lines or invoice. Each line is allocated reason and resolution codes to assist in follow-up actions in solving requests.

Document and electronic communication support – Print your requests with all notes and time stamps. You can also create emails with request information.

User-defined support – Handles up to nine levels of support.

AUTOMATED ACTIONS

• Creation of order
• Alert message handling, which enables decision points (approval of customer returns, for example) to be defined in a workflow environment
• Stock handling, including quality control

For instance, an action could instantly launch all actions required for handling a return: creating a credit note, generating a new order, and finally triggering an alert for the person who is responsible for the customer.

Actions can also be set up in a dependent hierarchy, so that one action has to be completed before the next commences.

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(IE 7x users can print enlarged picture by by right-clicking on it » "Print Picture…")
Via the inquiry function you can jump to related documents, e.g. the initial order.

AVOID PROBLEMS THAT ARE NOT YOURS

Transaction visibility – Each request includes drill-across/drill-down capabilities from within each related sales order or invoice. You can view inter-related credit notes, orders and invoices.

Batch recall – Batch recalls can be created when a specific batch (spoiled, defective, etc.) is to be returned to a manufacturer or supplier. The software then tracks the issues of a certain batch and ensures that these are collected for return to the supplier or manufacturer. Parameter-based options include:

Quality control – Can be carried on stock and goods returned by customers. Incoming returns are subject to immediate quality control, and the outcome is reflected in the request, regardless of whether there were any faulty items or not.

Return criteria – Goods returned to suppliers can be based on certain criteria being fulfilled, e.g. when sufficient volume, weight or value has been reached.

Processing such returns as damaged goods and rebates can benefit from integration with IBS Supplier Marketing Support software. If a rebate claim has not yet been made from your suppliers, a reverse rebate transaction can be created within the request, based on a debit invoice, with the request then being used to create a credit sales order.

DEFAULT REFUND PERCENTAGE
A default refund percentage can be defined on action level. This means that a certain type of action can be associated with a predefined refund percentage, doing away with the need for manual entry.

AVOID FUTURE PROBLEMS

FOLLOW-UP ON RETURNS
You can follow up on returns using keys such as reason, customer, item and route. Fields for external problem code, internal problem code, resolution code and action are included when a sales order is created from within IBS Requests and Returns.

These fields are also to be added as keys in the Business Information Warehouse, making it possible to create reports based on these statistics and improve follow-up.

TARGETING AND IMPROVEMENTS
Target and improve specific products or specific areas where problems occur most often.

ACTION EFFECTIVENESS
Improvement actions can be tracked to assess effectiveness.

Contact IBS for more information. »