Meet Our Customer
Company Type:
Midwest Global Manufacturing Company
Project Background
Customer Service teams were jumping between multiple systems, RMA data lived in different places, reporting took too long, and communication across Customer Service, Quality, Accounting, and IT was inconsistent. All of that showed up as slower turnaround times and a tougher customer experience.
The Challenge
Switching Between Internal Applications
The Return Merchandise Authorization (RMA) process was fragmented across multiple systems, leading to inefficiencies, poor visibility, and inconsistent customer communication.
Customer Service teams were required to switch between a custom internal application and Salesforce, while RMA data lived in multiple locations. This made tracking, reporting, and turnaround times difficult—especially across Customer Service, Quality, Accounting, and IT teams.
Our Approach
Mapped Process and Merged Into One Platform.
We approached the RMA transformation by first mapping the existing credit and warranty return processes end-to-end to fully understand how work moved across teams. This surfaced gaps in handoffs, inconsistent data ownership, and opportunities to simplify user interactions across Customer Service, Quality, Accounting, IT, and Salesforce Administration.
With those insights, we designed a consolidated, role-based experience with Salesforce as the single system of record. The solution integrated Salesforce Service Cloud with an external customer API using Flows, External Services, and Apex, ensuring accurate and real-time data availability. Custom Lightning Web Components were developed to support complex warranty criteria matching and detailed product analysis that could not be handled through standard components.
The solution was delivered iteratively, with frequent stakeholder reviews and close collaboration with IT to resolve authentication and network connectivity challenges, ensuring both technical stability and strong user adoption.
The Solution
One Source of Truth – Salesforce Service & Experience Clouds
The solution was a fully integrated, Salesforce-native RMA solution that supports the complete return lifecycle—from intake through resolution. The Key capabilites are:
The Impact
Single System of Record
- Single system of record for all RMA activity
- Reduced system switching for Customer Service teams
- Faster turnaround times for credit and warranty decisions
- Improved reporting and process transparency
- More consistent customer communication
Looking to Streamline Complex Processes in Salesforce?
If your teams are juggling multiple systems or struggling with visibility, let’s talk about how Salesforce can become your single source of truth.
