RMA (or Return Material/Merchandise Authorization) process comprises of validating warranty entitlements, identifying the right replacement part and fulfillment (shipping and installation.)
Quite often, shipping is handled out of a warehouse while the initial validation is handled from an L1 support center. It can involve writing down customer details, manually verifying warranty entitlements (could be refund, replacement, repair) and placing orders with a warehouse (via phone or EMail.)
It can be tedious to determine how long an L1 agent took to issue a replacement order and how long the warehouse team took to fulfill it.
You can leverage automation in Vtiger to simplify RMA handling significantly. With response and resolution time targets, you gain full accountability of your L1 support agents and RMA handlers. With an equitable assignment algorithm, agents are likely to carry similar work load.
The following illustration captures the essence of RMA handling with Vtiger:
