[Video] Customer Service in the Metals Industry – Part 2

Managing customer claims efficiently is essential to providing excellent service in the metals industry. In the latest installment of our video miniseries, we explore how our custom-built CRM Case module optimizes the claim request process, ensuring every case is handled with accuracy and efficiency.

A Streamlined Business Process Flow

Our system follows a structured business process flow that guides users through each step. When a claim is requested, the “Claim Requested” stage is triggered, prompting key actions such as recording RMA (Return Merchandise Authorization) numbers, adding critical data fields, and ensuring all relevant financial details are recorded automatically.

Capturing Essential Claim Information

The “Case Detail” and “Claim Requests” tabs allow users to input vital details, including billing and shipping information, sales order numbers, reason codes, and damage reports. Our system then automates crucial calculations, such as customer credits, vendor claims, and reship values, reducing manual errors and increasing efficiency.

The Advantage of a Custom Solution

Rather than using Dynamics 365’s out-of-the-box case management module, we developed a custom solution to provide enhanced flexibility. Given the need for numerous custom fields and calculations, our tailored module delivers exactly what our client requires—without unnecessary complexity or added costs.

Looking Ahead

In our next video, we’ll demonstrate how our “Tasks” submodule ensures claims are assigned to the right team members at the right time. Stay tuned!

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