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.

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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.

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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.

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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.

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.

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.

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.

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.

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.

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.

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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

You want to make your service faster, more cost efficient, and more customer friendly?

If you’ve read this far, the answer is probably yes. Let’s talk in a free, no-obligation consultation about your needs and possibilities. We’re looking forward to it.

We help you digitalize your sales and service processes – making them more efficient, transparent, and customer friendly.