RAASM S.p.A. designs and manufactures fluid transfer equipment for myriad industries. It manufactures its products in a 220,000-square-foot state-of-the-art facility in Italy and distributes them to more than 100 countries via 250 global distributors.
Eric Dotson, manager of technical services at RAASM USA, needed a better way to track and manage warranties, which were processed using email, phone, QuickBooks, Excel, and Dropbox. This siloed system made critical information difficult to find or not accessible to those who needed it.
That’s when he turned to Jotform Enterprise. “It used to take me an hour to find all the information I needed to respond to one product claim,” says Dotson. “Now I can knock it out in five minutes and go on about my day.”
Initially, Dotson researched ways to simplify customer warranty claims and ease back-end processing.
“I knew there was a type of warranty software out there, but it’s all very generic and very expensive,” says Dotson.
When his wife shared how she uses Jotform in the dental care field, Dotson realized he could build a superior system using Jotform Enterprise to tailor customer forms for a custom experience.
As soon as I looked into Jotform Enterprise, I realized it was exactly what we needed.
Eric Dotson, RAASM USA
Dotson uploaded RAASM’s PDF claim form to Jotform, which converted it to a dynamic online form that he could easily edit. The company has been using it ever since.
“Jotform Enterprise makes form creation easy,” says Dotson. “I can upload a static PDF, and it maps the fields for me. I can update it on the fly, try things out, and know it’s not going to hurt anything.”
RAASM USA also uses Jotform Enterprise to automate communications, sending confirmation emails to customers automatically once they submit a form.
“Our customers love how they can quickly answer a few questions, submit the form, and know that their request will be handled much better than it used to be,” says Dotson.
Tailoring customer experiences with Jotform Enterprise
After the company’s first success with Jotform Enterprise, Dotson looked to replicate it. Many customers wanted a better way to track the equipment RAASM USA provided. Dotson needed a superior asset-tracking program that could include the customers’ logos on their forms.
Dotson created a few form prototypes and shared them with customers.
Our customers loved the custom forms we created to align with their brands. We realized that with Jotform Enterprise, we could customize everything.
Eric Dotson, RAASM USA
Soon after, Dotson’s team created custom forms for others. “The ability to clone forms and customize them for different customers has saved us hours,” says Dotson.
Next, Dotson created custom QR codes with their customers’ logos to track equipment. The QR codes for each part connect to a Jotform Table, so customers can see where it’s located, the shop number, when they bought it, and if it’s under warranty.
“Jotform Enterprise empowers us to give customers a holistic view of all their equipment data, which solidifies relationships and shows them we’re here to help,” says Dotson.
Automating product tracking and reporting with Jotform Enterprise Workflows
To track which claims are pending, denied, or approved, Dotson built a simple Jotform Workflow based on his warranty claim form. With Workflows, form submissions can trigger automated processes that move claims through the approval flow.
He also uses the Reports view in Jotform Tables to track costs associated with replacement parts, leading to product improvements.
“With Jotform’s automated reporting, we know exactly how much each customer is credited for a warranty claim, which part was replaced, and what was sent out,” says Dotson. “It’s helped us pinpoint spikes in replacement requests for certain products so we can research the problem and invest in product development.”
Dotson is also exploring Jotform Sign to enable customers to sign off on equipment received and enhance product delivery reporting.
“I absolutely love the Jotform Enterprise platform,” says Dotson. “It’s very easy to set up a form, add the features you need, and customize it to make whatever you want.”
After testing Jotform with two single-user accounts, Dotson merged everything into one multiuser Enterprise account.
“I was very impressed by the Jotform Enterprise customer support team,” says Dotson. “They did a great job transferring everything to our Enterprise account and provided helpful suggestions for structuring our Teams and user access,” says Dotson.
Enhancing communication with Jotform Teams and Tables
With Jotform Teams, Dotson can keep warranty information separate while enabling asset-tracking team members to view, edit, and update other forms.
“It’s nice that Jotform Teams keeps things separated so I don’t have to worry about someone accidentally deleting something I need,” says Dotson. “It’s very helpful.”
Having shared, secure access to information with Jotform Teams and Tables greatly enhances communication between RAASM’s offices in the United States and Italy.
Executives can hop in Jotform Tables and see submission data in real time. The days of being locked out of Excel and not knowing the latest updates are gone.
Eric Dotson, RAASM USA
To stay connected on the go, the RAASM team uses the Jotform Enterprise Mobile app.
“Having the Jotform Enterprise app on my phone is great, especially for visiting customer sites,” says Dotson. “If they have a question or want to file a claim, I can handle it right there on the spot.”
RAASM’s CEO uses the app on the road as a sales tool. “He’ll pull up the app to quickly demonstrate what we can do, which makes it easy for leads to see the value we bring,” says Dotson. “It really helps the interaction.”
From sales and service to receiving and reporting, the team at RAASM USA continues to optimize their organization with Jotform Enterprise.
“We greatly appreciate everything Jotform Enterprise offers our business,” says Dotson, “and look forward to exploring new ways to use the platform.”
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