I have recently taken over an RMA dept. The RMA process this department uses with our customers is highly manually. Currently the process is
1. Customers raises a support request in Zendesk 2. The Zendesk ticket goes to the RMA team 3. RMA team send a PDF form to the customer to gather info like Customer details, what products they want to return, the serials of the products been returned, the fault etc 4. Customer is given a RMA number and returns the goods with the RMA number 5.; Goods are inspected by the inspector and the findings are logged on the PDF 6. PDF is emailed to the. customer for authorisation 7 Customer emails in to authorise payment 8. The RMA is then processed 9. Goods are returned to customer 10. Customer is emailed tracking details etc 11. The faults are logged on a Spreadsheet - no uniformity around fault codes etc so data analysis is difficult.
A trello board is used to PM the movement of the RMA through the stages
I understand JIRA can integrate with Zendesk. I also understand the JIRA can be used for ensuring fields are filled in by us and the customer etc. I dont understand the extent of how JIRA can automate & streamline this process for us.
What Im looking for is to have a meeting to discuss my issues, and have someone describe to me how JIRA can revolutionise this manually process making it better for us and our customers experience.
When we ve agreed on the possibilities Jira can offer I require the tool to be built, for a jira board to be set up and to help with its integration into Zendesk.
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