Streamline the customer RMA process with Salesforce

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Streamline the customer RMA process with Salesforce

Service type:

Technology Solutions


Our team of experts has implemented a new system for handling Return Merchandise Authorization processes, based on Salesforce Service Cloud, allowing the client to handle service requests comprehensively, and to capture and aggregate end customer data.

  • Customer profile

    A Polish company specializing in the sale and service of high-end audio-video equipment. It operates in 17 European markets as the exclusive distributor of more than 40 world-renowned brands.

  • The Goal

    The main goal of the project was to design an online system for handling RMA processes, which would allow registration of purchased products covered by the extended warranty service and comprehensive handling of service requests, and this was to primarily streamline the process of submitting requests by customers and their handling by our client.

  • The Challenge

    Our client had been using one of the most popular ERP systems in the past, but this solution did not perform well. It was inconvenient to handle requests and required a lot of involvement by service technicians, such as communicating with end customers through multiple channels, including by phone. The client needed a team of highly skilled experts to build a solution that would fully digitize and automate customer service processes.

  • The Solution

    Billennium’s project team, experienced in Salesforce implementation, conducted a thorough business and functional analysis of the solution. Using our experience and insights gained from our workshops with the client, we carefully mapped and defined the needs of the end users. We created a solution that facilitates customer segmentation, after-sales activities and easy implementation in the countries where client operates. Integration with the ERP system provides access to necessary information, and the MVP was implemented in three months, with continuous development of new features.

  • The Outcome

    The solution provided by Billennium has allowed our client to minimize the involvement of service personnel in communicating with customers and the ability to get all the information about the status of a case in real time through transparent and friendly RMA processes. The system is available in several languages and easy to implement, so our client plans to use it in the future in all 17 markets where it operates.


Salesforce Service Cloud / Salesforce Sales Cloud / Salesforce Experience Cloud / Platform

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