What is a potential action to improve case handling related to RMAs and FSRs?

Establishing case escalation paths is a crucial strategy to enhance case handling, particularly concerning Return Merchandise Authorizations (RMAs) and Field Service Requests (FSRs). By creating clear escalation paths, organizations ensure that cases that require more attention or complex resolution are promptly moved to the appropriate level of expertise. This not only speeds up the handling of challenging cases but also reduces customer frustration and improves satisfaction.

Moreover, having well-defined escalation paths helps in identifying when cases are not being resolved within expected timeframes, allowing for timely intervention and resource allocation. This structured approach leads to more efficient case management by ensuring that customer issues are prioritized and addressed effectively based on their complexity and urgency. Overall, implementing case escalation paths aligns well with best practices in customer service management, as it promotes a more agile response to customer needs.