RenewityRMA Reviews

Pros

Handling both tickets and RMA in a single system has been really useful. Customers can arrange the information in the way that works best for their needs. Across five years of using the cloud platform, access has been stable without any issues. Customer support also responds quickly which has been a big plus.

Cons

What is missing is prebuilt reports and visual dashboards to help managers and users get more value from the system. There are also no KPI graphics available for benchmarking. On top of that the process for custom modification requests could be improved.

Pros

Right away the flexibility stood out. It can be configured to handle all kinds of processing workflows and data collection requirements. Our company runs a highly technical service depot and we need to track details that are very specific to certain products. The software supports that well and also gives customers visibility into how their RMA is moving through each step of the process. On top of that the customer-facing portal lets the requester provide important details about why the service request is being submitted. Before using this, that information would sometimes be missing, incomplete or never captured at all.

Cons

One limitation is the lack of API integrations with third-party systems.

Pros

One of the best things about this software is how customizable it is. You're able to make adjustments to fit your company's specific needs and it continues to adapt as the business grows. The customer service has also been exceptional. If you ever get stuck during setup or while customizing something, a quick email or phone call is usually all it takes to get things working again. Their response time feels almost immediate. On top of that, it's highly scalable so there's really no concern about outgrowing it over time.

Cons

There's not much to complain about. It has consistently met and in many cases exceeded, what we expected from it.

Pros

Having everything in one place for our device history has been incredibly helpful. We rely on it for all of our reporting, as well as tracking the history of returns and repairs. It's the only history record system we use and it keeps everything very well organized while being simple to work with.

Cons

Whenever I've run into any issues with Frontline they've been willing to make program changes for me so I really don't have any complaints.

Pros

From handling the full returns lifecycle to tracking repair and warranty performance with reports, this software gives us the tools we need to stay on top of the process. It also includes Trouble Tickets and a KnowledgeBase repository which helps our support team stay consistent when responding to customers.

Cons

My only comment is that, like any software, it's only as reliable as the data entered into it. It's important to have a written process in place and review things regularly to make sure data fields are being used the way they were originally intended.

Pros

Right from the start this felt like a highly customizable platform that puts the full power of the system in your hands. Instead of being a boxed product you have to force your workflow into, it is built around your process and then you are free to tweak and adjust it however you see fit.

Cons

There is not anything I can say I disliked about the program. Of course there are always enhancements that could be added but the team has been very open to accommodating requests and has consistently provided excellent support.

Pros

Having a customer-facing RMA portal that we could customize to our company and products has been a huge advantage. We were able to build the workflow exactly the way we wanted and this software has really become the backbone of our service business. Their support team has also been very reliable and I honestly can't remember any downtime caused by their servers or the software itself.

Cons

Getting everything configured at the beginning was not very simple and there is not much documentation available to help users work through the setup. There are also a few features we would like to use but can't because of how our system is configured and when we make changes to that setup the reporting can get completely thrown off.

Pros

Setting up my RMA workflow was very customizable and the automatic emails whenever an RMA status changes are incredibly helpful. I was also able to build the entire RMA process on my own which meant I didn't have to spend extra money paying someone else to set it up.

Cons

Building the processes isn't always the most simple part so some training is definitely needed.

Pros

The flexibility to customize it around our own processes and procedures has been a huge advantage. It cuts down the workload involved in handling warranty claims, gives us a massive amount of data for tracking issues and complaints and ultimately helps create a better customer service experience.

Cons

The mobile phone interface still needs work. It would be much better with a dedicated app for consumers on phones and tablets and having an integration that connects with ERP systems would also be a valuable improvement.

Pros

Getting our first RMA workflow up and running was very easy and it didn't take much time to learn. The software helped us run a 24/7 service operation without needing to add more service staff. Our customers really appreciated being able to use the web portal to submit an RMA request nebism@y time, no matter where in the world they were.

Cons

We didn't run into any real downsides with this software. We adopted it very early and even those first versions were packed with features and were relatively trouble-free.