Case Study: Unitron achieves faster, more efficient RMA processing with Progress Software

Unitron - Customer Case Study

Unitron, a developer and manufacturer of sophisticated medical devices, needed a better way to manage its growing repair and Return Merchandise Authorization (RMA) work. Its process was spread across ten IT systems and was becoming costly and hard to track, even though customer confidence and fast support were critical to the business. Progress Software and its partner BinteQ identified RMA as the priority process to improve.

Using Progress Software BPM tools, BinteQ built template-based automated RMA workflows that could route each case by product and customer requirements, triggered by a simple barcode scan. The solution automatically updated ERP records, created logistics steps, and sent reminders and status messages. Progress Software helped Unitron cut RMA handling time from 90 minutes to 30 minutes, improve queue visibility, and reduce customer calls; the same solution is now also used for service, maintenance, and field repair requests.

Unitron

Ard-Jan Hamelink

Operations Manager