Driving Innovation in Service Management for a Top-Tier Manufacturing Partner
Client Overview
An American multinational manufacturing services company headquartered in Florida, empowers global innovation through comprehensive end-to-end solutions in engineering, supply chain management, and advanced production. With a workforce of over 100,000 dedicated professionals across 100 facilities in more than 25 countries, the manufacturing company supports leading brands in the healthcare, automotive, renewable energy, and consumer electronics sectors.
Client's Challenge
- The Legacy system lacks integration with SAP data.
- The legacy system offers limited functionality for processing and managing requests, restricting operational efficiency.
- The automation capabilities within the legacy system are minimal, resulting in increased manual intervention.
- Processing of Return Merchandise Authorization (RMA) sales orders is predominantly manual.
- Customer inventory data, including computer parts, is maintained in disparate spreadsheets without a centralized system.
Milestone Solution
Milestone successfully delivered a comprehensive Customer Service Management (CSM) solution for Return Merchandise Authorization (RMA) and Technical Support. Cloud Data Center customers now benefit from a self-service portal featuring FAQ, Knowledge Articles, and the ability to submit RMA and Technical Support requests seamlessly.
ServiceNow serves as the system of record, enabling end-to-end management and tracking of RMA requests through advanced automation and seamless integration with SAP. The Customer Service Management Workspace offers intuitive access to RMA Part Numbers, RMA Sales Orders, and RMA Return Orders, significantly reducing manual data entry, swivel-chair tasks, and the need for duplicate lookups. This solution has streamlined the customer journey, enhanced operational efficiency, and improved overall service responsiveness.
- Customer Service Management with Break/Fix Case and RMA Case Types
- Integrated manufacturing data from SAP
- Integration for automated Sales and RMA-In Orders
- Case management continuity from hardware troubleshooting to hardware replacement
Value Delivered
- Accelerated completion times for RMA processing.
- Enhanced accuracy for RMA processing with automated Sales Orders and Returns.
- Modernized user experience simplifying request submission and RMA fulfillment.
Service That Powered
Customer Service Management
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