Sirius created a Returned Goods Authorisation (RGA) system within Salespad. When customers want to return a product an RGA is created on the system, this includes the details of the customer and the product (including serial number and the reason for the return). The customer is then given an RGA number and document to pack with the machine.
The RGA return is held in a queue on the system and when the goods arrive the status is updated. Updating the status generates an e mail prompting the service team to evaluate the returned item. Once the goods have been inspected by the service engineer and the notes logged on the system a course of action is decided upon.
In the case of damaged goods a repair order is generated on the system, the parts required for the repair are added and the system automatically orders them. When the part arrives the repair order is released for the repair to be carried out. Once repaired the product is returned to stock and given a grade (A, B or C) based on its condition. The grade is then used to price the reconditioned products and match them to suitable customers.
This RGA process enables the release of a significant amount of capital tied up in stock that needs repair. The system gives full accountability regarding the previous owner of the product, the repairs carried out and the technician who carries out the repairs. It also allows the number of repairs carried out and the time per repair for each member of the service department to be logged.