Managing customer claims efficiently is a key aspect of delivering great service in the metals industry. In the latest installment of our video miniseries, we walk through how our custom-built CRM Case module streamlines the claim request process, ensuring every case is handled with precision.
When a claim is requested, our system follows a structured business process flow, guiding users through each step. The next stage, Claim Requested, triggers key actions such as generating an RMA (Return Merchandise Authorization) number, adding necessary data fields, and ensuring all relevant financial details are tracked automatically.
Our Case Detail and Claim Requests tabs allow users to input critical information, including billing and shipping company details, sales order numbers, reason codes, and damage reports. The system then automatically calculates customer credits, vendor claims, and reship values—eliminating manual errors and improving efficiency.
One major reason we built this module from scratch instead of using Dynamics 365’s out-of-the-box solution is flexibility. With so many custom fields and calculations, it made more sense to create a tailored solution that fits our client’s needs exactly—without unnecessary complexity or extra costs.
Stay tuned for our next video, where we’ll show how our Tasks submodule ensures claims are assigned to the right team members at the right time!
