Optimized Return Merchandise Authorization reporting and follow-up processes for Security Products at Johnson Controls. Developed Python scripts to automate data cleaning and built a Power BI dashboard that integrated Salesforce and SAP data, streamlining the identification of RMAs needing follow-up and credit note issuance. Managed over 200 weekly RMA cases with a total value exceeding $1M USD.
Problem
- SAP was recently implemented for managing RMAs in Security Products.
- Previously, Excel was used to generate the RMA report, taking up to 2 hours due to its complexity.
- RMA reports were created weekly, leading to delays in responding to customer inquiries.
- Lack of integration between SAP and Salesforce limited visibility into RMA status, delaying responses to customer inquiries.
- Limited understanding of RMA status and actions in both SAP and Salesforce, creating inefficiencies in follow-up processes.
Solution
- Collaborated with other business units already using SAP to define the RMA process, aligning actions based on RMA status in both SAP and Salesforce.
- Automated data cleaning using Python, integrating Salesforce and SAP data into a single report, reducing processing time.
- Added specific actions to be performed in both Salesforce and SAP, based on the RMA status in the report.
- Increased reporting frequency from weekly to daily.
- Developed a Power BI dashboard that streamlined the integration of SAP and Salesforce, reducing manual intervention and enhancing report visibility.
- Improved RMA follow-up by ensuring timely actions, adhering to defined process deadlines.
