Quadtech Announces New Online RMA Process
12 May 2008
QuadTech's new, easy-to-use RMA process provides customers with updated service information 24/7
QuadTech, a leading provider of electrical safety test and passive component measurement solutions, today announced the implementation of Frontlines Returns, an automated and highly configurable RMA process management system. The integration of Frontlines with the QuadTech website moves the RMA process entirely online. QuadTech customers servicing their test and measurement equipment will have the ability to track the status of their service orders through the RMA process from their own computer – 24 hours a day, 7 days a week.
Robert Raiano, QuadTech's Director of Operations, says: "Frontlines will help us reduce overall RMA service times, while enhancing the customer service experience with QuadTech all at the same time." Frontlines Returns offers customers a secure login process with a user-friendly browser interface and is extremely easy to navigate. Information on service orders will be updated in real-time and available immediately to the customer.
Specifically, Frontlines will improve communications between QuadTech's service team and customers. Russ Heamer, a customer care representative at QuadTech adds: ~"The ability to track an RMA order online, without needing to call or email the service team, will increase everyone’s productivity."
Customers create an account the first time they request an RMA, which will include all contact and shipping information. For any additional RMA’s or support, customers can access their account and have a complete view of current and past RMA orders. They can also handle their returns on their own timetable.
Frontlines was identified by the QuadTech service team as a way to improve customer service and foster positive relationships with customers. Phil Harris, President and CEO, says: "Our customers have always been our top priority. We want them to be successful in their electrical testing and 100 percent satisfied with the service and support they receive from QuadTech."
