My company was able to create several custom processes for several different service and manufacturing facilities. Each facility had unique process flows with the ability to either have full visibility into all processes or tailored visibility for each process and service organization . RenewityRMA allowed us to configure the software to match our current processes instead of making our process fit into something that couldn't be changed.
Pros
Creating my first RMA process was straight forward and the learning curve was minimal. The software allowed us to operate a 24/7 Service organization without adding service personnel. Our customers loved that they were able to use the WEB Portal to create an RMA request at any time of the day no matter where they were located in the world.
Cons
We really didn't experience any cons related to this software. We were very early adopters of this software but even the early releases were feature rich and relatively problem free.
Rating breakdown
Likelihood to recommend: 10/10
Renewity RMA totally changed how we process our warranty. It dramatically reduced the workload with both processing and phone calls. Our data is now much more accurate and the reports generated greatly helps both our engineering and production departments allowing us to make better products with less issues. Our engineering department regularly uses the system to analyse warranty data to see if fixes are working in the field. The data also helps our sales department to assure them our products are performing well in the field and give our product development department a road map to make better new products.
Pros
It's flexibility to configure it to work with your processes and procedures. It reduces the work load required to process a warranty claim and provides endless amount of data for reporting issues and complaints. It improves the customer service experience.
Cons
It's interface with cell phones is not great, it needs to have an app developed for phone and tablet use for consumers. It would also be nice to have an interface to work with ERP systems.
Rating breakdown
Likelihood to recommend: 9/10
Renewity allows us to have a customer facing program to track every device coming in for repair. We send quotes, updates and other communication through the program and that allows us to keep everything together for every device. The program is configurable for our needs and the price is great!
Pros
This software allows us to have a customer facing RMA portal. We designed it to be specific to our company and our products. It allows us to have the work flow we want. This program is the lifeblood of our service business. The support team is great and I honestly cannot recall any issues of downtime because of their servers or software.
Cons
The initial set up of this program is not intuitive and they do not have a lot of instructions avaialble to help a user figure it out. There are a few features we would like that we are not able to utilize due to our setup, and changes to our set up cause reporting to go haywire.
Rating breakdown
Likelihood to recommend: 7/10
We are using Renewity since 2013. Our experience using the software is very good. We use it to document and treat all our complaints and requests for information. the software allows us to gather all the information needed by the company to resolve the issues that the clients have with the equipment and answer all the requests for information. We are able to connect a ticket with a RMA and manage the return of marchandise since issuing the RMA until sending the replacement part and receiving the defective part.
Pros
It is possible to treat tickets and RMA with one system.
Customers can organize the information according to their needs.
No problems to access the cloud system in 5 years of use.
Customer service answers are fast.
Cons
There are no predesigned reports and graphics to assist managers and users of the system
There is no graphics regarding KPI that allow to benchmark
When custom modifications are requested the process may be improved.
Rating breakdown
Likelihood to recommend: 9/10
We were running our RMA process through an in-house coded system based on an obsolete program, and it was on the brink of complete failure. RenewityRMA propelled us so far forward that it is hard to believe where we were before. We did a lot of research into available systems, and I thought it ironic that RenewityRMA had the best feature set, and at a fraction of the cost of other systems. Best decision we could have made.
Pros
RenewityRMA is a highly customizable product that puts all of the power of the system in your control. It isn't a canned product that you buy and then try to fit into, it is formed around your process, and then you have the keys to tweak and adjust as you see fit.
Cons
I don't think that there is anything that I didn't like about the program, there are enhancements that could be made, and the folks at RenewityRMA are more than happy to accommodate requests, and have always given us great support.
Rating breakdown
Likelihood to recommend: 10/10
Starter Edition: $49/month/service rep
Pro Edition: $69/month/service rep
Contact Renewity Systems for enterprise plan
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