The Evolution of IT Asset Management Software in 2024: Converge the Data

As IT asset management continues to evolve, it increasingly intersects with adjacent domains such as device monitoring, device security, and inventory management. We examine here the latest trends shaping asset management software in 2024, examining notable advancements, emerging features, and evolving end-to-end processes. Additionally, we explore current challenges in asset management solutions and industry strategies addressing these issues.

Latest Trends

Integration with Device Monitoring and Security

One of the most significant trends in asset management is the integration with device monitoring and security. The rise of IoT technologies has enabled real-time monitoring of assets, providing invaluable insights into asset performance and maintenance needs^1. This integration ensures that organizations can not only track their assets but also monitor their condition, leading to proactive maintenance and reduced downtime.

For instance, consider a manufacturing company that employs an extensive array of machinery and equipment. By integrating IoT-enabled sensors on these machines, the company can receive real-time data on various parameters such as temperature, vibration, and operational status. If a particular machine begins to overheat, the system immediately sends an alert, enabling the maintenance team to intervene before a critical failure occurs. This proactive approach not only enhances the longevity of the assets but also significantly reduces unexpected downtime, ensuring continuous and efficient production. Furthermore, incorporating advanced security protocols in these IoT systems safeguards against cyber threats, protecting both the data and the operational integrity of the assets.

Enhanced Inventory Management Features

Inventory management has typically focused on racking assets prior to deployment or when assets have been returned to storage. The data in these systems heavily overlaps with the data in asset management and device monitoring systems. To provide a more seamless integrated view of data about IT assets, modern asset management software should incorporate inventory management. This includes warehousing information as well as tracking the processes serving it including shipping & receiving, pick-pack, kitting, and pre-deployment configuration and imaging^2. Such features streamline the management of physical IT assets, ensuring optimal utilization and compliance. For digital assets it helps ensure licenses are being deployed properly and the unused licenses are managed more closely to reduce cost.

Evolution of IT Asset Management (ITAM) Solutions

The landscape of IT asset management software is constantly evolving, with providers offering more sophisticated tools that cover the entire lifecycle of an asset—from procurement to disposal^3. In 2024, there is a marked shift towards solutions that provide comprehensive visibility and control over IT infrastructure, supporting a holistic approach to asset management.

Advancements in Asset Management Software

Full Lifecycle Asset Management

Full lifecycle asset management involves managing every stage of an asset’s lifecycle, including procurement, configuration, deployment, monitoring, and returns^4. Modern software solutions are optimized to support each of these stages seamlessly, offering features like automated procurement processes, real-time configuration updates, continuous monitoring, and efficient return management. This comprehensive approach ensures that organizations can manage their assets efficiently, reducing costs and improving overall productivity.

Automation and Artificial Intelligence

Automation and AI are driving significant improvements in asset management software. Advanced algorithms can predict maintenance needs, automate routine tasks, and provide actionable insights based on data analysis. This leads to more efficient asset utilization and extends the lifespan of assets through timely maintenance^5.

Cloud-Based Solutions and Mobility

Cloud-based asset management solutions are becoming the norm, offering scalability, flexibility, and remote accessibility. These solutions enable organizations to manage their assets from anywhere, using any device, which is particularly beneficial for businesses with distributed operations^6.

Challenges in Asset Management Solutions

Complexity and Integration Issues

One of the primary challenges with asset management solutions today is their complexity and the difficulty of integrating them with existing systems. Many organizations struggle with disparate systems that do not communicate effectively, leading to inefficiencies and data silos^7. To address this, the industry is focusing on developing more interoperable solutions that can seamlessly integrate with other enterprise systems.

Data Security Concerns

As asset management systems become more integrated with IoT and other technologies, data security becomes a critical concern. Protecting sensitive asset information from cyber threats is paramount. Providers are enhancing security features, such as encryption, multi-factor authentication, and secure access controls, to safeguard data^8.

Cost and Resource Constraints

Implementing and maintaining advanced asset management software can be costly, and many organizations face resource constraints. To mitigate this, software providers are offering scalable solutions with flexible pricing models, allowing businesses to start small and expand as needed^9.

Conclusion

The evolution of asset management software in 2024 is marked by its convergence with device monitoring, security, and inventory management. With advancements in AI, automation, and cloud technology, end-to-end asset management is becoming a vital component of IT infrastructure management. Despite the challenges of complexity, integration, and cost, the industry is making strides in developing more efficient, secure, and accessible solutions.

By leveraging these modern asset management tools, organizations can achieve better asset utilization, enhanced security, and improved operational efficiency, positioning themselves for success in an increasingly competitive landscape.

Footnotes

  1. https://www.digi.com/blog/post/iot-in-asset-management ↩
  2. https://www.netsuite.com/portal/resource/articles/inventory-management/inventory-management-asset-management.shtml ↩
  3. https://blog.invgate.com/best-practices-it-asset-discovery-and-inventory-management ↩
  4. https://www.assetinfinity.com/blog/the-evolution-of-asset-management-software-whats-new-in-2024-with-asset-infinity ↩
  5. https://www.pwc.com/us/en/industries/financial-services/library/asset-wealth-management-trends.html ↩
  6. https://limblecmms.com/blog/asset-inventory-management/ ↩
  7. https://infraon.io/blog/asset-management-trends-2023/ ↩
  8. https://www.assetinfinity.com/blog/asset-management-trends-in-2023 ↩
  9. https://blog.invgate.com/best-it-asset-management-and-inventory-tools ↩

Device Protection 101: Safeguarding Businesses through Effective Device Monitoring

In today’s digital age, businesses are increasingly reliant on technology to optimize business operations and stay competitive. One crucial aspect often overlooked is device monitoring, which plays a pivotal role in ensuring uptime, availability, security, and compliance. Let’s delve into the top 5 ways monitoring devices can elevate your business’s protection levels and empower your workforce, especially those working remotely or sharing devices.

1. Real-Time Threat Detection

Effective device monitoring provides real-time alerts for any suspicious activities or potential security breaches. By promptly identifying threats, businesses can take immediate action to mitigate risks, safeguard sensitive data, and maintain uninterrupted operations. For instance, malware infections are a common threat that can be detected early with proper monitoring systems. Malware can corrupt files, steal sensitive information, and disrupt normal business activities.

Another example is phishing attacks, where malicious actors attempt to deceive employees into providing confidential information or access to secure systems. Monitoring solutions can identify and flag unusual login attempts or access patterns, preventing unauthorized access and potential data theft. Additionally, Distributed Denial of Service (DDoS) attacks, which aim to overwhelm a system with traffic to render it unusable, can be identified promptly. Monitoring traffic patterns can help in recognizing such attacks early, allowing businesses to respond quickly and maintain service availability.

2. Enhanced Uptime and Availability

Monitoring devices proactively detect performance issues, hardware malfunctions, or network disruptions that could lead to downtime. By addressing these issues before they escalate, businesses can ensure continuous operation, minimize productivity losses, and deliver reliable services to customers.

Consider a company that relies heavily on its e-commerce platform, particularly during peak shopping seasons like Black Friday or the holiday period. During such times, any downtime or performance hiccup can result in significant revenue losses and damage to customer trust. With proactive monitoring in place, this company can receive alerts about potential server overloads or degraded performance well before it affects the end users.

If the monitoring system detects an unusual spike in server load, it can trigger an alert to the IT team. This enables them to take immediate action, such as scaling up resources or balancing the load across multiple servers, thereby ensuring that the platform remains robust and capable of handling high traffic volumes. By addressing these issues preemptively, the company not only maintains uptime and availability but also safeguards its reputation and customer satisfaction.

3. Compliance Adherence

Small businesses face regulatory requirements and industry standards that mandate data protection and privacy measures. Device monitoring aids in maintaining compliance by tracking access controls, data handling practices, and security protocols, thereby helping businesses avoid penalties and uphold trust with clients.

For instance, businesses that process credit card transactions must comply with the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS sets forth stringent guidelines for securing payment card data, which include requirements for maintaining a secure network, protecting cardholder data, implementing strong access control measures, and regularly monitoring and testing networks. Device monitoring becomes instrumental in meeting these requirements by continuously tracking network activities and ensuring that firewalls, intrusion detection systems, and other security measures are functioning correctly.

To illustrate, consider a small retail business that conducts both online and in-store sales. This business must ensure that credit card information is processed securely and that any data stored is protected against breaches. Device monitoring solutions can help the business continuously oversee its payment processing systems, flagging any instances of unauthorized access or deviations from security protocols. For example, if there’s an attempt to access payment data outside normal business hours, the monitoring system can immediately notify IT staff, allowing them to investigate and respond swiftly.

Similarly, organizations in the healthcare sector must adhere to the Health Insurance Portability and Accountability Act (HIPAA), which mandates the protection of patient health information (PHI). Under HIPAA, healthcare providers are required to ensure the confidentiality, integrity, and availability of all electronic PHI they create, receive, maintain, or transmit. Device monitoring assists in compliance by ensuring that access to PHI is appropriately controlled and by providing audit trails that can be reviewed during compliance checks.

For example, a clinic using electronic health records (EHR) can leverage device monitoring to track all access to patient information, ensuring that only authorized personnel have access to PHI. If a monitoring system detects an unusual login attempt or an unauthorized attempt to alter patient records, it can alert the compliance officer immediately, thereby mitigating potential breaches and maintaining HIPAA compliance.

4. Remote Workforce Support

With an increasing number of employees working remotely, monitoring devices become essential for managing dispersed teams and ensuring secure connections. By offering remote monitoring capabilities, businesses can oversee employee devices, enforce security policies, and support seamless collaboration regardless of location.

For example, consider a marketing agency with employees working remotely across different time zones. By implementing robust device monitoring solutions, the agency can ensure that all remote devices comply with security protocols, regardless of the employees’ locations. The monitoring system can enforce the use of VPNs for secure connections, regularly check for software updates, and verify that antivirus programs are up to date.

Specifically, if an employee’s device shows signs of potential malware infection or is missing critical security updates, the monitoring system can flag these issues for immediate resolution. This proactive monitoring not only secures the company’s sensitive client data but also enables employees to work without interruptions caused by security breaches or system failures. Consequently, the agency can maintain high productivity levels and safeguard client information, ultimately leading to a more efficient and secure remote work environment.

5. Shared Device Security

For businesses utilizing shared devices, monitoring becomes critical in tracking user activities, managing access permissions, and preventing unauthorized usage. By implementing device monitoring solutions, businesses can protect confidential information, promote accountability among users, and maintain the integrity of shared resources.

Consider a hardware store in which multiple employees are accessing computer systems for design, configuration, quote and ordering of home goods and services. These shared devices pose a unique security challenge due to the constant flux of user activity and the diverse purposes for which they are used. By implementing robust device monitoring solutions, the store can significantly enhance the security of these shared computers.

For instance, device monitoring can track user logins and logouts, ensuring that each user session is properly accounted for and that any anomalies are promptly flagged. If the monitoring system detects an unusual pattern, such as multiple failed login attempts or an extended period of inactivity followed by a sudden surge in activity, it can alert the IT staff to investigate potential security breaches or misuse.

Furthermore, monitoring can manage access permissions to restrict certain activities by unauthorized users. For example, administrative settings should only be accessible to store staff, preventing employees from installing unapproved software or altering system configurations. This level of control helps to maintain the integrity of the shared devices and protect against the installation of malicious software.

Additionally, the system can enforce automatic sign-outs after a period of inactivity, reducing the risk of a user’s session being hijacked by the next person who uses the device. By continuously scanning for vulnerabilities and ensuring compliance with security protocols, the monitoring solution safeguards company and customer data while maintaining a secure usage environment.

By leveraging device monitoring in such a setting, the store can ensure a safer, more secure experience for all patrons while protecting the integrity and functionality of its shared resources.

In Conclusion

By prioritizing device monitoring strategies, businesses can fortify their defenses, optimize operational efficiency, and foster a secure work environment for all employees. Embracing proactive monitoring practices is not just a measure of protection but a strategic investment in long-term sustainability and growth.

For further insights and detailed information supporting the importance of device monitoring in small business settings, you can refer to the following reputable sources:

1. Cybersecurity and Infrastructure Security Agency (CISA)

2. National Institute of Standards and Technology (NIST)

3. Data Privacy Regulations Overview

4. Remote Work Best Practices Guide

5. Device Monitoring Solutions Comparison

Stay informed, stay protected, and optimize your business with the right tools for effective device monitoring. Your business deserves the best defense against evolving digital threats. If you want to discuss this with an expert, please contact Montra at info@montra.io or +1-404-665-9675.

Four Benefits of Outsourcing Your IT Logistics Processes

IT logistics is the set of process a business must execute to securely and efficiently deploy and manage IT devices in their remote operations. Whether in retail, consulting, healthcare, tech, or sports & entertainment, companies are deploying more technology in more far-flung locations than ever before. The IT logistics processes of your business can be quite tricky and require an extensive amount of expertise. From ensuring the security of sensitive data to tracking the location of your hardware and software assets, IT logistics can pose quite a challenge to modern tech-enabled companies. One way to tackle this challenge is outsourcing your IT logistics processes. We discuss here the top four benefits of outsourcing IT logistics processes, which can assist you in making an informed decision about how to handle your company’s IT logistics needs.

1. Increased flexibility

Outsourcing IT logistics processes provide businesses with the flexibility to scale their IT needs up or down, depending on the changing market conditions. This flexibility allows businesses to manage their IT budgets better, and only pay for what they need. With outsourcing, businesses can supplement their internal IT teams during peak periods, or reduce their contract requirements during the off-season. Outsourcing IT logistics processes make it possible to align IT logistics with business goals and requirements.

Consider the findings from a survey conducted by Computer Economics, which revealed that 56% of businesses have outsourced their IT functions due to the scalability and flexibility it offers. Additionally, the Information Services Group’s (ISG) Managed Services Study found that 70% of businesses that outsourced their IT logistics services experienced improved budget management, primarily due to the ability to scale their logistics operations according to business needs. These numbers not only highlight the benefits of outsourcing in terms of flexibility but also illustrate how outsourcing IT logistics can contribute towards efficient budget management.

2. Improved Risk Management

Outsourcing IT logistics services help businesses to reduce their risk exposure when preparing devices for deployment, and managing and securing devices deployed in the field. A study by IBM revealed that the average cost of a data breach in 2020 was $3.86 million, showing the substantial financial risk businesses face. By outsourcing IT logistics services, businesses can leverage best-in-class logistics software and processes to optimize availability, security and cost. Similarly, a survey by Intel Security found that 43% of businesses had experienced at least one data breach in the past year, further illustrating the need for businesses to outsource IT logistics to reliable, expert providers.

Good IT logistics companies offer pre-deployment security testing as well as post-deployment secure and private processing of data collected from devices in the field or when returned for processing. Good IT logistics partners will also provide data backup and recovery solutions that help businesses recover from data loss, ransomware, and other cyber-attacks.

Outsourcing IT logistics processes can also improve compliance with industry-standard regulations such as HIPAA, PCI DSS, and NIST by deploying the necessary security and privacy measures to protect sensitive data. A Verizon report found that only 28.6% of organizations are fully PCI DSS compliant, indicating the challenges that businesses face in adhering to industry standards. Outsourcing to a company with proven expertise in compliance can significantly alleviate these challenges.

3. Competitive Advantage

Outsourcing IT logistics processes provide businesses with access to high-end technology and top-notch expertise. Outsourcing companies typically have trained personnel and the latest technologies, making it possible for businesses to benefit from both. This is especially important for small businesses that cannot afford to hire and maintain a full-fledged IT team. CompTIA’s 6th Annual Trends in Managed Services report also highlighted that 89% of businesses that outsourced their IT logistics felt they had a competitive advantage over businesses that didn’t.

Outsourcing IT logistics processes not only provides businesses with access to current technologies but also future-proofs their operations against rapidly changing technologies. A recent study by Gartner revealed that 65% of organizations that outsource their IT logistics services have experienced technological advancements that would have been otherwise inaccessible. Furthermore, a survey by Deloitte showed that 66% of businesses that outsourced their IT logistics services had gained access to intellectual capital, which they wouldn’t have procured otherwise.

This access to top-notch expertise not only provides an edge over competitors but also allows for a focus on innovation and business growth. Outsourcing IT logistics services provides a significant competitive advantage in both technology access and expert knowledge.

4. Cost Reduction

Last but not least, outsourcing your IT logistics processes can be an excellent way to save money. Hiring an in-house logistics team can be quite expensive, with salaries, benefits, and training costs. Conversely, outsourcing IT logistics can offer financial advantages such as lower costs of operation, fixed contracts, and reduced overhead costs. Such benefits allow businesses to free up capital for other areas, such as product development, marketing, and other critical business functions.

According to a study by Deloitte, 59% of businesses outsource to cut costs. CompTIA’s 5th Annual Trends in Managed Services report shows that the average cost of a mid-level IT professional’s salary is $82,000. This doesn’t include additional costs such as benefits, office space, and training. On the other hand, a managed IT logistics contract could cost a mid-size business as little as $3,000 a month, which totals around $36,000 per year. This represents savings of more than 50% a year, which can then be invested in areas like product development and marketing, thus fueling business growth.

Additional Factors

While outsourcing IT logistics processes also helps with certain challenges that businesses must be prepared to address. These include potential issues with quality control, data security concerns, and the need for effective communication and collaboration with the outsourcing partner. It’s crucial for businesses to carefully assess their potential partners’ capabilities and establish clear expectations and guidelines to ensure a successful outsourcing relationship.

In Conclusion

Outsourcing IT logistics processes can provide businesses with numerous benefits such as cost reduction, competitive advantage, increased flexibility, and improved risk management. The advantages of outsourcing are ideal for businesses that need the benefits of IT logistics processes but without the high costs associated with recruiting and retaining an internal logistics team. It is essential to choose a reliable, trusted, and experienced logistics company. With the proper software and services solution, businesses can improve their bottom line by focusing on their core business functions, while the outsourcing company takes care of the IT logistics processes.

Laughing at Hackers: 5 Proactive Steps You Can Take to Secure Your Laptops from External Threats

Here’s a joke that’s not funny: your company’s data was just hacked.

Shock waves, unmitigated panic, and alibis are all fair play when you as the CIO, CISO or Head of IT, wakes up to the news that a hacker has infiltrated their systems. Fingers are pointing in every direction, questions are flying, and your reputation is on the line. What went wrong? It could stem from the fact that you only protected your perimeter with a firewall – your organization thought that it was enough to safeguard its network infrastructure and didn’t think much about user devices. However, laptops are a popular attack vector for an assailant to get into your inner sanctum.

According to a recent report by Verizon, 94% of malware was delivered via email, and user devices like laptops were the primary targets. Moreover, a study by Ponemon Institute found that the average cost of a data breach in 2020 was $3.86 million. It’s vitally important to adopt comprehensive security measures to protect not only your network infrastructure but also individual user devices.

So, what steps can you take to make your laptop more secure? Here are five strategies that you can use to combat external threats:

1. Utilize Strong Passwords

According to a report by Verizon, over 80% of data breaches are a result of weak or compromised passwords. To appreciate the importance of password strength, you must reconsider that hackers have computing power, time, and nerves on their side. But with the built-in technology of a password manager, you can utilize complex sign-in credentials for every account on your laptop, making them too difficult to crack in a reasonable amount of time.

A study by the University of Virginia illustrated that using a password manager can significantly increase the strength and variability of passwords, thereby amping up security. Once in place the password manager will automatically log you in without having to recall them all. It will also send you reminders to change passwords regularly, which is only advisable if you are using a password manager.

Furthermore, research by Pew Research Center indicates that only 12% of U.S. internet users utilize a password manager for remembering their password.

2. Enable Multi Factor Authentication

Fact. You need two factors to verify an identity. The FBI has reported that multifactor authentication (MFA) can block 99.9% of automated cyber-attacks. Moreover, according to Symantec, 80% of data breaches could be prevented with MFA. Therefore, multifactor authorization is the two-in-one (or more-in-one) approach that makes certain it’s you logging into the system.

The standard approach is to think of it as something you know, something you have, and something you are – a password, a smart card, and a fingerprint. Research by Google found that even the weakest forms of MFA, such as SMS-based verification codes, can block 100% of automated bots, 96% of bulk phishing attacks, and 76% of targeted attacks.

Despite the clear benefits, MFA is underutilized, with only 57% of people using it for their personal accounts and 30% at work, according to a report by Microsoft. If utilized MFA provides arguably the most effective line of defense in securing your laptop from external threats.

3. Install Updates and Patches

New software vulnerabilities are constantly found. A study by Flexera found that in 2019, 60% of breaches involved vulnerabilities for which a patch was available but not applied. The only way to avoid being exploited by this kind of attack is to install software patches and updates. They will help to fix any known security vulnerabilities in the software you use.

Further underscoring the importance of regular system updates, the Ponemon Institute’s 2019 State of Cybersecurity in Small and Medium-Sized Businesses report revealed that 63% of respondents experienced a data breach due to a known, unpatched vulnerability. Therefore, it’s a no-brainer – keep your software updated!

4. Use Antivirus and Anti-malware software

According to a report by AV-TEST, an independent cybersecurity institute, over 350,000 new malware and potentially unwanted applications (PUA) are registered every day. This alarming number illustrates the importance of antivirus and anti-malware software in protecting your laptop.

The state of the art in defending  against attack vectors and malicious threats keeps changing. Antivirus (AV) has given way to Next-gen Antivirus (NGAV), which has been upped by endpoint detect & response (EDR). You should look into whether NGAV or EDR is right for you, it really depends on the potential damage that a breach to the individual laptop can cause. Regardless of what type you use, installing a current antivirus and anti-malware software will assist in intercepting many external threats.

5. Use a VPN (Virtual Private Network)

A study by the Ponemon Institute revealed that 68% of organizations admit antivirus solutions are not sufficient. Increasing cyber threats and a rising remote workforce, necessitates the use of secure, encrypted connections. There is a growing need for VPNs as a tool for securing internet connections, particularly when accessing public Wi-Fi networks. VPNs create a private network between a company’s network and a remote user to secure the internet connection.

In a nutshell, a VPN is vital for remote workers as it provides a secure, encrypted connection when utilizing a home connection or public Wi-Fi. In the age of remote work and digital nomads, using a VPN has gone from an optional extra to a necessary security measure.

To Summarize

Is gaining peace of mind that your end-user laptops are secure a burden for you? If the answer is yes, then these tips should aid your computing device protection game. You can’t go wrong with utilizing strong passwords, enabling multi factor authentication, installing updates and patches, using antivirus and anti-malware software, and using a VPN.

Take your laptop’s security one step further than your office firewall; take preemptive measures to make hackers regret even trying! Remember, security should always be your top priority as data breaches can have severe consequences for your organization.

If you have questions about getting your laptops secured or need a partner to secure and manage your laptops for you, reach out to us at info@montra.io or +1-404-665-9675.

6 Steps to Great RMAs for Your Devices

If you are in the business of making and selling computers, phones, tablets, IoT, or other devices, you know that eventually some of your devices will get returned. If your devices are being used in critical applications for your customers, you know how hard it can be to process returns well. Handling the returns in a systematic manner will help your company to keep your business running smoothly while ensuring your customer satisfaction numbers do not take a hit. 

What is Return Materials Authorization? 

Return materials authorization (RMA) is part of the process of a customer returning a device back to the manufacturer to get the unit fixed or replaced. On the manufacturer’s side, it is processed by verifying the device returned properly and initiating appropriate actions to troubleshoot, repair, or reimage, the device. This process includes data collection, return eligibility verification, software troubleshooting, reimaging, or issuing a replacement. 

Ultimately, an RMA process exists to make the return seamless to the customer and cost-effective for the manufacturer. However, not all RMA processes are created equal, and there benefits to understanding best practices for device RMAs is different than other product types. Without the right process in place, companies tend to spend an unnecessary amount of time on returns. A well-designed and automated process will help reduce the risks and increase the overall efficiency. 

It is also important to establish expectations for warranty terms, follow-up actions, and return policies. Implementing such a systematic process will also help in keeping track of the various defects across categories and suppliers while leading to quick resolution of issues. 

What is a Device and Why is the RMA Different? 

What we mean by a device is typically anything with a smart chip, some firmware or software, and the ability to communicate over the Internet. Devices are typically covered by warranties and the RMA process is primarily executed when some part or all the device stops working. This is as opposed to something like clothing, in which RMAs are typically executed for an unliked or defective item. The RMA process for devices is inherently more complex and includes data collection, warranty eligibility verification, cross-shipping of devices, and troubleshooting and repairing of returned devices. 

6 Best Practices for the Device RMA Process 

An effective device RMA process can improve the reputation of your company and keep your customers up and running when your devices are being used in important applications. With the right process in place, you will be ready when inevitable defects and returns occur, so your customers can be served quickly and cost-effectively. Here are some of the best practices that can be put in place to create an efficient device RMA process: 

1. RMAs Should Be Integrated to Customer Systems 

If you transact the rest of your business online, then you or your customer should be able to initiate an RMA online also. At a minimum, a good RMA process will include a platform that you or your customer can use to initiate an RMA. In the best case, your RMA process should be directly integrated into the systems and processes you already use. If you use Salesforce Service, for instance, you should be able to generate an RMA request from that application. Once the process has started, RMA updates should flow back to your system also. 

2. Make the RMA Simple to Track 

It must be an easy task for your and your customers to log and track the return requests. It is always good to keep the customer informed at each stage of the process. This makes the entire process clear, easy to track, and provides the customer with confidence in the process. 

Since most devices have serial numbers, your RMA process should use them. By also capturing accurate address information directly from a CRM, your RMA system should generate shipping labels and schedule a pickup of the device from the customer’s site. Efficiencies such as these eliminates time and possible errors that manual RMA processes routinely incur. 

3. Priority Returns Need Cross-Shipping 

When customers deploy your devices into mission-critical applications, they usually expect limited or no downtime when an RMA is being processed. This requires cross-shipping of a working device to the customer site to replace the RMA’d unit before it is shipped back. This may seem simple, but to execute this process well some important things need to happen: 1) the customer site information needs to be accurate; 2) return labels need to be included outbound, and 3) the RMA’d device should be able to fit in the box being used to ship the replacement unit. That requires accurate information about the field unit to get it right! 

4. Return Reasons Must Be Validated 

Your customers may have any number of reasons for returning a device. It may be a hardware issue, software issue, or it may be damaged from weather or third parties. However, as is often the case with complicated devices, the customer’s rationale for returning the device often does not match the actual condition of the device upon return. When the device arrives at the return center, workers must examine and boot the device to verify the return reason matches the actual issue. In best practices, both return reasons are logged for future reviews of the RMA process. 

5. Allow Manual Intervention 

Automation is great and most parts of an RMA process can be automated, but without human oversight at important steps in the process. It is easy to get the process out of control. Certain RMA processes allow the end-customer to initiate urgent returns without approval of the manufacturer. These kinds of returns require oversite during the process, if possible, and certainly after the process to make certain that the returns were truly needed. Inventory in the RMA system and in the warehouse can get off count quickly. Best practices require regular human inventory counts to look for discrepancies. 

6. Proactively Await the Returned Product 

Once a notification of a returned device or devices is in process, best practices have the return team preparing for the returned device(s) before arrival. This may include verifying parts inventory of known replacement parts, or for large returns, preparing space and time to process the returns en masse. If the devices include RFID tags or scannable marks, those IDs should be fed to the receiving system before they arrive to streamline the process and avoid exception handling. 

Download our Device Return Materials Authorization Process Infographic Here. 

Need a Partner to Help? 

Finding the answer to RMA management can seem daunting, but Montra is here to help. With our VIA DX Device Logistics software, you can automatically track and manage your devices from fulfillment to field repairs, to RMAs and warranty tracking. Talk to us today to learn how this invaluable tool and the team that backs it can help your business optimize and streamline the way you handle all the lifecycle processes for your devices.