• General Set up
• Customer Type
• Relationships
• Classification
• Sales Rep
• Assigned/Territory
• Role: Sales Rep

• Financial set up 
• A/R Account
• Payment Types & Terms
• Currencies
• Tax
• Credit Limits

Role : A/R / set up

Logistics Setup 

• Bill To
• Ship To
• Shipping
  Information

Role : A/R / sales rep

Customer support 

• Upon being contacted by a Customer who has a question, quality concern or return , a Case is created
• If the Support Case is for a customer Return Authorization, the original Sales Order should be selected. The Return Authorization can be created by clicking the button from the Support Case, which links the records
• Analyze Support Performance daily to identify issues early and proactive make changes
• Maintain a Customer Support Knowledge Base with pre-defined answers to FAQs, easy access to solutions, trouble shooting, etc.

Customer reports – Key Reports 

some of the reports which includes the following 

• Open Case Analysis
• Closed Case Analysis
• Open Case Escalations
• Closed Case Escalations
• Case Activity by Customer Service
  Representative

Managing Support cases 

• Upon being contacted by a Customer who has a question,
  quality concern or return , a Case is created.
• If the Support Case is for a customer Return Authorization, the
  original Sales Order should be selected. The Return Authorization
  can be created by clicking the button from the Support Case, which links the records.
• Use dashboard reminder to monitor soon to be escalated cases or cases with new responses from customers.

Role : Customer service 

Manage Return Authorizations

• The customer could submit a Support Case prior to a Return
  Authorization. This prevents invalid returns from being issued.

• Utilize online forms and inbound email addresses to create cases.

• Dashboard alerts will notify the users that a Support Case has been
  opened for a Return.

Role : Accounting & Finance

Return to credit

• Return Authorizations should be created from the Sales Order,
  Invoice, or Cash Sale by the Accounting Department. If necessary, a Return Authorization can be manually created in
  NetSuite.
• When items arrive, the Warehouse department creates an Item Receipt.
• Dashboard alerts will notify the Controller of Return Authorizations
  pending credit. The Credit Memo should be created from the Return
  Authorization.

Manage credit Memos 

• Role based dashboard alerts should be used to notify users of Return
  Authorizations pending credit.
• After return item is received a credit or a refund can be issued to the
  customer.
• Credits and Returns are linked and provide an audit trail for reporting
  purposes.

Dashboard, Reminders, KPIs, Reports

CUSTOMER SUPPORT
REPORTS

• Open Case Analysis
• Closed Case Analysis
• Open Case Escalation
• Closed Case Escalation
• Case Activity by Support Rep
• Cases in Progress
• Cases on Hold
• High Priority Cases
• Customer Lookup

KPI’s

• # of Cases
• # of Cases Escalated
• # of Returns
• Time to Resolution
• Churn Customer

TRACK CASES

• Drillable dashboard reports allow you to stay up-to-date
  on your customer cases.

CUSTOMER SERVICE

• Analyze the root cause analysis of returns and
  develop corrective action to reduce returns

METRICS

• Decrease in # of Cases
• Decrease in # of Escalations
• Decrease # of Returns
• Decrease # Time to Resolution
• Decrease in Customer Churn

CUSTOMER SUPPORT

CHALLENGES

Siloed, Manual
Process for Customer
Support

SOLUTIONS

Single, Integrated
System Houses all
Customer and Support

Call to resolution 

• The overall Support Strategy should be defined and set up by the
  Support Management Team.
• Executive Management is responsible for defining the reporting
  strategy for support.
• Case management is the primary purpose and responsibility of the
  support organization.
• Support performance should be analyzed on a daily basis to identify
  issues early and make changes.

Role : Support/Excutive Mangement 

Design support strategy 

• Support Setup includes applying preferences and preparing Support
  lists.
• Case Statuses should be customized according to the Support
  Strategy.
• Case Priorities define the urgency of the Support Case. Case Types
  define the different support requests made by customers.
• Case Origins are predefined, but new origins can be created.

Managing Support cases 

• Upon being contacted by a Customer who has a question,
  quality concern or return , a Case is created.
• If the Support Case is for a customer Return Authorization, the
  original Sales Order should be selected. The Return Authorization can be created by clicking the button from the Support Case, which links
  the records.
• Use dashboard reminder to monitor soon to be escalated cases or cases with new responses from customers.

Customer Support 

• Upon being contacted by a Customer for a new case, a Case is created.
• If the Support Case is for a customer Return Authorization, the originalSales Order should be selected.
• The Return Authorization can be created by clicking the button from the Support Case, which links the records.
• If the Support Case relates to a new warranty claim, the Customer Service Rep should create a Customer Return.

WARRANTY & REPAIR

• You can create a warranty registration by generating from
  an invoice, manual entry on the form, or through import of details Warranty and Repairs
• Management enables you to register item warranties and process warranty-related claims.
• Claims that you receive are automatically validated against warranty terms, which helps

reduce claims processing
turnaround time.

Claim processing supports
partial returns and repairs for the
same item within the same sales
transaction.