Kundenabwanderung durch umständliche Garantieabwicklung (RMA- und Rücksendeprozesse)

Definition

Typical Australian computer resellers and wholesalers use return‑to‑base warranty models that require customers to obtain a Return Authorisation (RA) number and ship items back, often at their own cost, before warranty work can begin.[3] Computer Alliance, for example, lists dozens of separate manufacturer contacts and expects customers to liaise directly with them for many warranty issues, while offering a return‑to‑base arrangement for systems it assembles.[2] Australian Computer Traders requires a warranty form to be completed to request an RA number, with the customer paying for tracked shipping and bearing the risk in transit, and return shipping costs applying after repair.[3] For business customers buying extended warranties and support contracts, these manual and multi‑step flows create friction and downtime. Over time, customers facing frequent hardware issues and complex warranty navigation are likely to switch suppliers, especially in wholesale relationships where volume is significant. Even a modest reduction in repeat business from such clients translates into substantial revenue loss for wholesalers.

Why This Matters

The Pitch: Großhändler für Computer-IT in Australien 🇦🇺 verlieren schätzungsweise 5–10 % Wiederkaufsrate wegen mühsamer Extended-Warranty- und RMA-Prozesse. Ein zentrales, automatisiertes Warranty-Portal reduziert Bearbeitungszeiten und schützt jährlich Umsätze im sechs- bis siebenstelligen Bereich.

Affected Stakeholders

Head of Sales/Account Management, Customer Success Manager, Service Desk Manager, Channel Partner Manager, CFO (via revenue impact)

Related Business Risks