products & Services // RTS
RTS Repair Tracking Service
Software for Repair and Returns Management
A return eats the margins of five CE devices sold? If so, there is room to make improvements in service efficiency. For more than 20 years, RTS has streamlined repair and returns management for small companies and for giants like Philips, Sony, and Bosch. RTS connects manufacturers, workshops, logistics companies, and customers in a central system without process interruptions. For customer-friendly service at minimized costs.
Why Service as a Cost Factor Is Usually (Too) Big
Compartmentalized Processes
Service cases rumble across non-integrated systems such as Helpdesk, CRM, logistics portals, and workshop software – consolidating them takes time and is susceptible to errors.
No Status Transparency
Service employees and end customers cannot find out which process a device currently is in? The consequences: high inquiry rates and frustrated customers.
High Case Costs
Returns are loss makers. The higher the volume, the more it hurts. Not to mention indirect costs such as customer attrition.
Lack of Routing Flexibility
Lack of Routing Flexibility
A workshop cancels? A logistics partner becomes unreliable? Such things happen, and, unfortunately, it’s not that easy to reroute processes on short notice – which means standstills, backlogs, and SLA breaches.
Growing Customer Expectations
Customers expect “service at any time.” They want to be able to report, track, and close a complaint at any time – which means (self-)service needs to be fully digitalized.
RTS Puts an End to Expensive Service Chaos
RTS connects your service department, logistics partners, workshops, and end customers: Instead of numerous process interruptions, the entire workflow is automated. Adapted to your needs, regardless of whether you have 500 or 3 million service cases a year.
All Service Processes on a Single Platform
RTS replaces fragmented systems with an integrated platform – and links repairs, returns, shipping, communication, and more. Completely automated, designed in your CD.
Transparent Workflows for Customers and Service Teams
Real-time status for all parties involved, automatic triggers, measurable KPIs – instead of constant inquiries, you’ll have clarity, efficiency, and optimized customer experiences.
InfoTip Defines the Service Processes of the Future
For more than 25 years, InfoTip has been developing service journeys for brands like Philips, Bosch, Samsung, and Sony. From planning and implementation to training, an experienced team will guide you along the way. We not only understand after sales, but define it with you.
The RTS Modular System for Your Individual Needs
The modular design of RTS can map highly individual service solutions. You pay only for the modules or partial modules that you really need.
Returns management
Repair management
Recall Management
End customer portals
End-of-life management
Home service
Warranty management
Self-service
Knowledge management
Some of the RTS Highlights
CD-Compliant Customer Portal
Your end customers do not see third-party software. Instead they get a fully branded service experience in the look and feel of your brand.
International Routing
RTS supports country-specific workshops, logistics companies, and regulations – automated, dynamic, and scalable.
Flexible Routing During Cancellations
If a partner cancels, the system automatically switches to alternatives – manual intervention is unnecessary.
Automated Customer Communication
RTS sends status updates, shipping information, and return instructions fully automatically – in multiple languages and CD-compliant.
Roles and Rights Concept
Manufacturers, workshops, and service providers work on the same platform – with clearly defined access rights.
Real-time KPIs and Tracking
All service cases can be monitored and evaluated from a single location – live and SLA-compliant.
Scalable to Recall and Replacement Processes
RTS can also be used for recalls, upgrades, and serial defect actions as needed – using the same system core.
Smooth System Integration
Whether ERP, CRM, or logistics – RTS uses APIs to connect to your existing system landscape.
High Reliability and System Stability
RTS is operated in a highly available infrastructure – for maximum system stability, fast loading times, and guaranteed accessibility, even for high request volumes.
Fully Automated End‒to‒End
RTS has deeply integrated interfaces to workshops, shipping service providers, and internal systems such as ERP, CRM, and Salesforce. Therefore, the entire service procedure is automated, with complete real-time transparency for all parties involved.
Full Transparency and Precisely Mapped Processes
Perfect, Cost-Efficient Service in 6 Steps
RTS is the comprehensive solution for coordinating, processing, and completing customer service and service processes. We adapt our solution precisely to meet your individual requirements and goals.
01
Define the Process
In a joint workshop, we explain what, when, how, and where things need to happen, what the exceptions are, and which partners (logistics providers, workshops, etc.) you work with.
02
Set Up the System
After all relevant processes have been clarified, we set up the basic system and all necessary additional functions to meet the defined need.
03
Implement the Processes
Next, all service processes defined in the first step are mapped and implemented in the system. This also includes the import of comprehensive stock lists and master data.
04
Implement the Design
On request, the complete appearance of the system can be set up to match your design. This ensures a uniform brand experience at all touch points.
05
Configure the Interfaces
Now all necessary partners, such as logistics, distributors, and repair service providers, are connected to the RTS through a variety of intelligent interfaces.
06
Use the Solutions
After an intensive test phase, the system goes live and can be used by your team, distributors, workshops, technicians, logistics partners, and end customers.
INFOTIP SERVICE GMBH
InfoTip Creates Solutions That Are Right for You
In the last 25 years, we have become a market leader in the digitalization of service processes. Our customers range from small enterprises to global players – like Bosch, Samsung, and Sony. Our RTS solution makes service processes highly efficient. As a certified Salesforce Consulting Partner, we also implement Salesforce projects in sales and service. An InfoTip solution adapts individually to your situation and goals – budget-oriented, expandable, and infinitely scalable. Regardless of whether you process 10 or 250,000 service cases a month.
With RTS, Everyone Benefits: Manufacturers, Logistics Companies, and Consumers
Manufacturer Advantages
One-to-one information sharing with businesses and end customers
Exact, error-free routing of orders
Shortened response times from logistics companies and workshop
Compatible with existing repair management systems
End-customer portals with comprehensive self-service
Minimized costs throughout service logistics
Logistics Company Advantages
Immediate notification of inbound pick-up orders
Interfaces for data transfer into the company’s own logistics system
Low error rate through validated address data
Automated status responses to the customer
Expansion of existing framework agreements due to higher volume
Consumer Advantages
Maximized speed and transparency in case processing
Opportunity for all contact partners to provide sound status information
Increased confidence and loyalty through reliable service
We help you digitalize your sales and service processes – making them more efficient, transparent, and customer friendly.
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