[lee capon]

Who out here is an expert with using field services and RMA’s? We started using Field services within the last 6 months. We do cross ship. It is taking someone a long time and tons of windows to process one RMA. Is there something we are missing?  We are looking for someone to help us understand the options within Field services and how to make it easier to use.

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Lee Capon
Copylite Products Corporation
Fort Lauderdale FL
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[Keith Paul]

I suggest giving Wally Dodds a call. He has done various training session at GPUG on the Field Service module.

Dorado Solutions: http://www.doradosolutions.com/

                Key contact – Wally Dodds

Regard,

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Keith Paul
VP Business Management Systems
Unicom Engineering, Inc.
Plano TX
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[David Flowers]

RMA’s are kind of a weird thing. There are several steps – most likely done by several different people along the process.

First you have someone open the RMA. Possibly someone in Tech Support or Customer Support.
If you’re doing a cross-ship that means you’re creating a new SOP Order to fulfill & ship out the replacement part BEFORE you get the returned part in. 

Then when (if) the returned part comes in, you will probably have a warehouse person update the RMA Receiving, which creates the SOP Return to credit the customer.

Depending on whether its’ a repair & return to customer or a return to stock or return to scrap there are different processes for each of those choices. 

If your parts are serialized & under Contract there’s another process to update that. 

Then possibly several weeks later if everything has gone smoothly someone has to go back and close the RMA out.

Yep, there’s a whole lot of moving parts with a bunch of different functions involved. 

Can you tell us where along the process you’re having trouble?

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David Flowers
System Admin -GP and Salesforce Support
RMG Enterprise Solutions
Addison TX
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[Wally Dodds]

Lee,

I’m currently out of the country at a customer finishing up a go live project.  I’ll be back in the states next week and can discuss with you the issues your experiencing. 

As pointed out in the last post a Cross Ship RMA does have a couple of extra clicks, but I suppose the real question is how many clicks is the user expecting and how many users are involved in the  process?  If the entire RMA process is being done by 1 person (create RMA, create and fulfill SOP, Receive RMA, Close RMA) then you may want to evaluate some other options.

I’ll also be in Ft. Lauderdale kicking off another project in 2 weeks but figure most of this can be reviewed via a phone call/screensharing session.

Thanks Keith for the shout out.

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Wally Dodds
Dorado Solutions
West Chester PA
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[lee capon]

Wally
please send me an email when you have some time.

lcapon@copylite.com

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Lee Capon
Copylite Products Corporation
Fort Lauderdale FL
lcapon@copylite.com
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