We have a process to return product for repair where customer calls for a return number from customer care and when they have their unit ready to return they call our carrier, one of our customers in EMEA does not want to make that call to our carrie

We have a process to return product for repair where customer calls for a return number from customer care and when they have their unit ready to return they call our carrier, one of our customers in EMEA does not want to make that call to our carrier and wants us to do it, our regional sales manager is adament that if we can manage this exception, there is more business with this customer. My question is as you utilise economies of scale, automate transactions and processes you improve efficiency and with that you set expectations, where you lose this is by adding exeptions that customer care people have to remember, as today exceptions are not automated by system, in your experience, how do you manage these types of ad hoc requests, trying to do what we can to make it easy for customers, setting the right expectation to do business with us whilst not creating a potential problem customer ends up working around to make it easy for them short term