Value Proposition of the VERSO Portal
www.globalnowinc.com
Verso Components
Returns (RMA) Management
Spare Parts Ordering
Trouble Reporting
Field Service Assignment
Verso Components:
Trouble Reporting and Returns Management
Facilitate the reporting of problems and RMAs
Reduce cost of requesting, verifying and handling
Return Material Authorizations (RMAs)
Improve satisfaction of dealers, customers and
other stakeholders within the RMA process
Improve quality – reduce errors
Automatic Warranty Verification – via interface
with existing ERP and other systems
Ensure high level of security and reliability
Typical RMA process Without VERSO:
Handle and Close RMA
Request and Validate RMA
Information
Technician
Phone call, What's the status?
Makes phone call
ERP
Call back, or continuation
Possible multiple calls
Gives approval, assign no., and info
Prepares
form
RMA
Defective
Product
- Manual Files
Update - Spreadsheets
ERP
Update Log
Shipped for repair,
replacement, or credit
Possible multiple calls
Update
ERP
Check Log
Status, is it shipped? Carrier?
Phone calls
with repair center
Repair center and
or warehouse
Process Characteristics – Without VERSO:
Phone calls required for RMA assignment
Manual research to determine warranty, product info, etc.
Multiple calls with feedback, approval, status, shipping
Manual updates to RMA logs, ERP systems, tracking, etc.
Dealer/customer manually completes RMA with info provided
Unnecessary labor cost
Dealer/customer frustration
Errors
Repaired /
Replaced
Product
Impacts from VERSO:
Handle and Close RMA
Request and Validate RMA
Information
Phone call, What’s the status?
Technician
Makes phone call
ERP
Call back, or continuation
Possible multiple calls
DEALER/
CUSTOMER
- Manual Files
Update - Spreadsheets
ERP
Gives approval, assign no., and info
Prepares
form
RMA
Defective
Product
Update Log
Shipped for repair,
replacement, or credit
Possible multiple calls
Update
ERP
Check Log
Status, is it shipped? Carrier?
Phone calls
with repair center
Repair center and
or warehouse
Impacts from the Portal:
Eliminates need for phone calls to request RMA
Eliminates manual research - verification of warranty and product status
Eliminates follow up calls to dealers, customers others for approval
Elimination of manual errors, better quality
Elimination of manual RMA prep by customer/dealer (reduces errors)
Eliminates need for status phone calls from customer/dealer
Eliminates portion of calls with warehouse and or supplier
Repaired /
Replaced
Product
Handle and Close RMA
Request and Validate RMA
Technician
Online RMA Request
VERSO
SECURE LINK
Web Services
Real Time Validation,
warranty check, other
Information
Approves
Updates Status
Updates Shipping info
SECURE LINK
ERP
DEALER/
CUSTOMER
Automatically
Prepares
RMA form
SECURE LINK
RMA
Defective
Product
- Manual Files
- Spreadsheets
Automatic Status Emails
Access to RMA report
Ability to close upon receipt
Shipped for repair,
replacement, or credit
Repair centers and
or warehouses
Process Characteristics – With VERSO:
Online easy access to dynamic web form by dealer/customer
Automatic verification of warranty and other product info!
Elimination of manual errors, better quality
Secure links and Easy to implement interface to data via Webservices.
Access by company to all RMAs, status, reporting, etc.
Reduction in labor cost due to phone handling, research, contact, etc.
Informed stakeholders via access AND email alerts
Notification by dealer/customer when replacement is received
High level of customer/dealer and employee satisfaction
Repaired /
Replaced
Product
Spare Parts Ordering
Facilitate customer ordering of spare parts
Improve satisfaction of customers and other
stakeholders within the parts ordering process
Improve quality – reduce errors
Automatic association of parts to products
Ensure high level of security and reliability
Enable parts ordering through ecommerce,
quoting and P.O. processing
Typical parts ordering process Without VERSO:
Handle and Process Order
Request Part Information
Information
Technician
Phone call, What's the status?
Makes phone call
Call back, or continuation
Possible multiple calls
DEALER/
CUSTOMER
Gives part info and price
Prepares
Form, P.O
ERP
- Manual Files
Update - Spreadsheets
ERP
Update Log
Possible multiple calls
Update
ERP
Check Logs
Order emailed or online form
Status, is part shipped?
Phone calls
with fullfllment center
Ordering Center/
Fullfillment
Process Characteristics – Without VERSO:
Phone calls required to determine necessary part requiement
Manual research to determine part numbers for product
Multiple calls with feedback, approval, and status
Manual updates to ordering process
Dealer/customer manually completes part request form
Unnecessary labor cost
Dealer/customer frustration
Errors and delays in orders
Spare
Part
Typical parts ordering process Without VERSO:
Handle and Process Order
Request Part Information
Information
Technician
Phone call, What's the status?
Makes phone call
Call back, or continuation
Possible multiple calls
DEALER/
CUSTOMER
ERP
- Manual Files
Update - Spreadsheets
ERP
Gives part info and price
Prepares
Form, P.O
Update Log
Possible multiple calls
Update
ERP
Check Logs
Order emailed or online form
Status, is part shipped?
Phone calls
with fullfllment center
Ordering Center/
Fullfillment
Impacts from the Portal:
Enables online part ordering or quote/P.O. request
Eliminates need for phone calls to request part number
Eliminates manual research – identification of parts for product
Eliminates follow up calls to dealers, customers of part order status
Elimination of manual errors, better quality
Elimination of manual order prep by customer/dealer (reduces errors)
Eliminates need for status phone calls from customer/dealer
Eliminates portion of calls with warehouse and or supplier
Spare
Part
Fulfill Parts
Request Parts
Technician
Online Part Request
SECURE LINK
VERSO
Real Time Part/Product
Association & Ordering
Web Services
Information
Automatically orders via
Eccommerce , quote or
Purchase Order
Approves
Updates Status
Updates Shipping info
SECURE LINK
ERP
DEALER/
CUSTOMER
SECURE LINK
- Manual Files
- Spreadsheets
Automatic Status Emails
Access to RMA report
Ability to close upon receipt
Order
Order Center/
Fullfillemnt
Process Characteristics – With VERSO:
Online easy access to product/part association for ordering options:
Credit Card / Ecommece
Quote or P.O. request
Automatic assignment of parts to products
Elimination of manual errors, better quality
Access by company to all order transactions and requests
Reduction in labor cost due to phone handling, research, contact, etc.
Informed stakeholders via access AND email alerts
High level of customer/dealer and employee satisfaction
Spare
Part
info@globalnowinc.com
214-227-9689