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Online nabi Replacement
Status
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ALL RIGHT RESERVED FUHU, INC. © 2012 PROPRIETARY & CONFIDENTIAL
• Streamline the RMA notification process to an online interface to INCREASE customer satisfaction
OBJECTIVE
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ALL RIGHT RESERVED FUHU, INC. © 2012 PROPRIETARY & CONFIDENTIAL
• Showcase companies that are currently allowing their CMs to track the status of their RMA
• Merge SupportSync data onto online interface so CMs may track the status of their order – Who will use this?– Edit website to make room for Replacement Status page– Create animations for the following statuses: Pending
request, Received, Processing, Shipped, Complete• Review future goals for the online nabi replacement status page
OVERVIEW
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ALL RIGHT RESERVED FUHU, INC. © 2012 PROPRIETARY & CONFIDENTIAL
• Asus• Western Digital Company• Kingston Technology• Apple• Geek Squad• Nintendo• DELL• SanDisk
Where can you check your RMA?
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ALL RIGHT RESERVED FUHU, INC. © 2012 PROPRIETARY & CONFIDENTIAL
• Part of SanDisk Global Customer Care• Chat function is available on their page• Online RMA requests are available• Check status by logging in or entering RMA number• Statuses used:
–Pending Info, Approved, Pending Return (awaiting arrival of defective device), Closed, Received/Processing, Product Verified, Shipped, Complete
SanDisk RMA Status
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ALL RIGHT RESERVED FUHU, INC. © 2012 PROPRIETARY & CONFIDENTIAL
• 1000 RMAs per week• Average call: 7 minutes. HA at $15/hour
–20% of calls end in an RMA resolution• 200 Screen Replacements weekly
–Incorporate SR as they are now going through SupportSync• HAs will mention nabitablet.com/support during closing with
RMAs or SR• Email reminders during the first steps of process
Users
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ALL RIGHT RESERVED FUHU, INC. © 2012 PROPRIETARY & CONFIDENTIAL
• API SupportSync integration IS possible• Edits to the website to route people to the RMA status page
nabitablet.com/support
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ALL RIGHT RESERVED FUHU, INC. © 2012 PROPRIETARY & CONFIDENTIAL
nabitablet.com/support
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ALL RIGHT RESERVED FUHU, INC. © 2012 PROPRIETARY & CONFIDENTIAL
nabi 2 Support Page
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ALL RIGHT RESERVED FUHU, INC. © 2012 PROPRIETARY & CONFIDENTIAL
Replacements Page
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ALL RIGHT RESERVED FUHU, INC. © 2012 PROPRIETARY & CONFIDENTIAL
Replacement Status
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ALL RIGHT RESERVED FUHU, INC. © 2012 PROPRIETARY & CONFIDENTIAL
ex. Pending Return
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ALL RIGHT RESERVED FUHU, INC. © 2012 PROPRIETARY & CONFIDENTIAL
• Use a timeline to give a CM expectations of how many more steps are left
–Steps: •Pending Request: Default after RMA approval until device is received. Instructions on returning the device are made available. Email notification sent out as a reminder with link to page.•Received: Email notification sent out. •Processing: Notifications of CID damage if any with PayPal link. Email notification sent out if there is CID and instructions on contacting mail carrier•Shipped: With expected arrival date.•Complete
• [email protected] for extended support
nabi Replacement Timeline
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ALL RIGHT RESERVED FUHU, INC. © 2012 PROPRIETARY & CONFIDENTIAL
nabi Replacement Timeline
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ALL RIGHT RESERVED FUHU, INC. © 2012 PROPRIETARY & CONFIDENTIAL
• Different methods of payment for CID (Credit, Debit, etc.)• Chat team to assist with Replacement page• Incorporating parts request orders• Online RMA process
The Future
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Let’s give our community members a PHENOMENAL
experience.
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