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Return Material Authorization (RMA) Solution

Solution Overview

Armanino’s managed solution for Microsoft CRM provides a comprehensive Return Material Authorization (RMA) process that supports manufacturers and distributors in RMA tracking, process automation, and reporting. Armanino’s RMA solution for Dynamics CRM supports the ability to track:

  • Products that are authorized for return, replacement, repair or simply un-wanted products. 
  • Material movements
  • Sent loaner products
  • Advanced Placements
  • Selection of the appropriate return location for the product

Workflow notifications and reporting included within this solution:

  • Notifications for RMA’s Created
  • RMA Received
  • RMA Timeout for product not yet received
  • Status update notifications on RMA progress


The RMA entity within this solution is linked to a Case and an Account; it also requires a Contact to be identified. Additional fields allow Customer Service Representatives (CSRs) to enter in a return address that differs from the Contact’s regular shipping address. If a CSR indicates a “Ship to Facility,” this information will also be included in instructions sent to the customer.

The RMA Solution from Armanino supports child records termed “RMA Item.” These items enable several items or components to be processed within the same RMA.

Armanino is a 2012 Microsoft Dynamics Inner Circle member, ranked in the top 1% of partner in the world as a value-added reseller (VAR) and implementation partner for Microsoft Dynamics CRM, AX and GP, SharePoint and Microsoft Office 365.


RMA Form
The RMA Form is the top level form integrated with Microsoft Dynamics CRM Cases.  From any Case, an RMA can be created, tracked and managed to resolution.


RMA Item
Diagnostics and repair of each item is managed at the “RMA Item” level. Each “RMA Item” can accommodate issue tracking, quality control dates and technician assigned, repair dates and technician assigned, root cause and the logging of labor hours and work done. This form is streamlined and hides unnecessary options unless related dropdowns are selected, providing CSR’s with a straightforward interface.


Loaner Option
If the “Loaner” checkbox is ticked, a hidden “Advanced Replacement” section is exposed to help manage Loaners and Advanced Replacements.


Repair Facility
Multiple “Repair Facilities” may be configured. When one is selected on the RMA form, that facility’s address will be used in the automatic confirmation correspondence with the customer.


About Armanino

Armanino has achieved dual Gold Certified Partner status for both Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM).  As a Gold Certified Partner, Armanino Consulting has demonstrated a notable level of industry expertise in selling and implementing Microsoft Dynamics software, providing consulting services and support, and achieving a high-level of customer satisfaction.