"Before SupportSync we were unable to keep track of our returns and inventory. We were losing customer returns and our replacement times were excessive. In addition, we were unable to track our inventory and often ran out which extended our replacement time frame, added to customer frustration and increased our call volume (where is our nabi?). Also, processing replacements was confusing, time consuming and frustrating for both the repair center and the call center. We had no way of predicting how many replacements we were processing and how much inventory we needed to keep the process flowing."

"SupportSync simplified the process. It allowed our agents to process replacements and forget about it! SupportSync automatically notified the customer of the RMA instructions. Once the unit was received at the repair center, again it notified the customer that the tablet was received, which reduced our call volume. Once the unit shipped, again it notified the customer and provided tracking information. In other words, it kept the customer informed, which reduced call volume. It also made it easier for the repair center to log, process and ship replacements and to keep track of all cases. It also made it easier for us (Management) to get better reporting, this allowed us to identify coaching opportunities, trends, and defects. It also allowed us to keep better track of our inventory."