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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 RMAsReduce cost of requesting, verifying and handling Return Material Authorizations (RMAs)Improve satisfaction of dealers, customers and other stakeholders within the RMA processImprove quality – reduce errorsAutomatic Warranty Verification – via interface with existing ERP and other systemsEnsure high level of security and reliability
Process Characteristics – Without VERSO:Phone calls required for RMA assignmentManual research to determine warranty, product info, etc.Multiple calls with feedback, approval, status, shippingManual updates to RMA logs, ERP systems, tracking, etc. Dealer/customer manually completes RMA with info providedUnnecessary labor costDealer/customer frustrationErrors
- Manual Files - Spreadsheets
Preparesform
Makes phone call
Information
Call back, or continuation
Request and Validate RMA
Possible multiple calls
Gives approval, assign no., and info
RMADefectiveProduct
Update Log
Update ERP
Phone call, What's the status?
Possible multiple calls
Status, is it shipped? Carrier?
Check Log
Update ERP
Shipped for repair, replacement, or credit
Repair center and or warehouse
ERP
Phone calls with repair center
Repaired /ReplacedProduct
Technician
Handle and Close RMA
Typical RMA process Without VERSO:
- Manual Files - Spreadsheets
Preparesform
Makes phone call
Information
Call back, or continuation
Request and Validate RMA
Possible multiple calls
Gives approval, assign no., and info
RMADefectiveProduct
Update Log
Update ERP
Phone call, What’s the status?
Possible multiple calls
Status, is it shipped? Carrier?
Check Log
Shipped for repair, replacement, or credit
Repair center and or warehouse
Handle and Close RMA
ERP
Phone calls with repair center
Repaired /ReplacedProduct
DEALER/CUSTOMER
Update ERP
Impacts from the Portal:Eliminates need for phone calls to request RMAEliminates manual research - verification of warranty and product statusEliminates follow up calls to dealers, customers others for approvalElimination of manual errors, better qualityElimination of manual RMA prep by customer/dealer (reduces errors)Eliminates need for status phone calls from customer/dealerEliminates portion of calls with warehouse and or supplier
Technician
Impacts from VERSO:
Process Characteristics – With VERSO:Online easy access to dynamic web form by dealer/customerAutomatic verification of warranty and other product info!Elimination of manual errors, better qualitySecure 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 alertsNotification by dealer/customer when replacement is receivedHigh level of customer/dealer and employee satisfaction
- Manual Files - Spreadsheets
Automatically Prepares RMA form
Online RMA Request
Information
Request and Validate RMA
RMADefectiveProduct
Shipped for repair, replacement, or credit
Repair centers and or warehouses
Handle and Close RMA
ERP
Repaired /ReplacedProduct
Real Time Validation, warranty check, other
SECURE LINK
Web Services
SECURE LINK
ApprovesUpdates StatusUpdates Shipping info
Automatic Status EmailsAccess to RMA reportAbility to close upon receipt
DEALER/CUSTOMER
Technician
SECURE LINK
VERSO
Spare Parts Ordering
Facilitate customer ordering of spare partsImprove satisfaction of customers and other stakeholders within the parts ordering processImprove quality – reduce errorsAutomatic association of parts to productsEnsure high level of security and reliabilityEnable parts ordering through ecommerce, quoting and P.O. processing
- Manual Files - Spreadsheets
PreparesForm, P.O
Makes phone call
Information
Call back, or continuation
Request Part Information
Possible multiple calls
Gives part info and price Update Log
Update ERP
Phone call, What's the status?
Possible multiple calls
Status, is part shipped?
Check Logs
Update ERP
Order emailed or online formOrdering Center/
Fullfillment
Handle and Process Order
Process Characteristics – Without VERSO:Phone calls required to determine necessary part requiementManual research to determine part numbers for productMultiple calls with feedback, approval, and statusManual updates to ordering process Dealer/customer manually completes part request formUnnecessary labor costDealer/customer frustrationErrors and delays in orders
ERP
Phone calls with fullfllment center
SparePart
Typical parts ordering process Without VERSO:
DEALER/CUSTOMER
Technician
- Manual Files - Spreadsheets
PreparesForm, P.O
Makes phone call
Information
Call back, or continuation
Request Part Information
Possible multiple calls
Gives part info and price Update Log
Update ERP
Phone call, What's the status?
Possible multiple calls
Status, is part shipped?
Check Logs
Update ERP
Order emailed or online formOrdering Center/
Fullfillment
Handle and Process Order
ERP
Phone calls with fullfllment center
SparePart
Typical parts ordering process Without VERSO:
DEALER/CUSTOMER
Technician
Impacts from the Portal:Enables online part ordering or quote/P.O. requestEliminates need for phone calls to request part number Eliminates manual research – identification of parts for productEliminates follow up calls to dealers, customers of part order statusElimination of manual errors, better qualityElimination of manual order prep by customer/dealer (reduces errors)Eliminates need for status phone calls from customer/dealerEliminates portion of calls with warehouse and or supplier
Process Characteristics – With VERSO:Online easy access to product/part association for ordering options:
Credit Card / EcommeceQuote or P.O. request
Automatic assignment of parts to productsElimination of manual errors, better qualityAccess 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 alertsHigh level of customer/dealer and employee satisfaction
- Manual Files - Spreadsheets
Automatically orders viaEccommerce , quote or Purchase Order
Online Part Request
Information
Request Parts
OrderOrder Center/Fullfillemnt
Fulfill Parts
ERP
SparePart
Real Time Part/Product Association & Ordering
SECURE LINK
Web Services
SECURE LINK
ApprovesUpdates StatusUpdates Shipping info
Automatic Status EmailsAccess to RMA reportAbility to close upon receipt
DEALER/CUSTOMER
Technician
SECURE LINK
VERSO
[email protected] 214-227-9689
