Support management integration use cases
The RideRight Bike Parts support team is a small team that handles customer complaints. Customer complaints include issues that can be handled by the CRM ticket management feature, such as questions related to the delivery of ordered goods, for example late deliveries, missing deliveries, and incomplete deliveries.
Customer issues can also include issues that cannot be handled by the CRM ticket management feature, such as returned goods. Goods may be returned because they are defective in some way, or because the customer has decided they do not want them any more. Customers who return goods may receive a credit note, or replacement goods, both of which need to be processed in ERP using the RMA feature.
In some scenarios, a company may repair a defective product and return it to the customer, but for our use case, RideRight does not repair defective goods. They may send returned items to the original vendor who may or may not perform a repair.
The support...
