Case study | Electronic device service
The company is a national service center for a range of electronic devices from a variety of brands. The company has been active since 2005, currently employing over 130 people. The organization has a turnover of EUR 40 million.
The company was faced with a need for more efficient solutions for managing after-sales in order to follow up on the device servicing processes with advanced reporting capabilities. One of the crucial needs for reporting were the warranty claims for the manufacturers. In addition, the solution had to be integrated with the ERP solution so spare parts could be tracked.
The solution provided process automation, device and claims monitoring, and warehouse management.
The result was complete and flexible system integration. The owners benefited from improved process visibility, and the costly manual processing was no longer needed.
ChallengeThe company was using the ERP in order to monitor its servicing process. The device manufacturers asked for detailed reporting on the servicing process so they could manage warranty claims. The reporting was carried out manually. The problem was that the device manufacturers wanted to track the servicing process in real time so they could improve their KPI. There was also a problem with warehouse management. Spare parts were taken from the warehouse, but there would be no report on the use of these spare parts or their location afterwards. On the other hand, users were not satisfied as they could not check the status of device repairs, and the call center had significant difficulties with tracking individual devices.
SolutionThe company decided to use Maidea ServiceApp as a basic business solution. Maidea implemented all of the ServiceApp functionalities in order to provide maximum benefit to the company. Now each incoming device has a unique work order within ServiceApp, which is then used to track the device through the process. For each action performed on the device (accepted, transferred to servicing, undergoing service, service pending, etc.), a report is generated. Each step of the process, each change in status can be tracked and reported to the manufacturer. The user can also track the device through a web application.
The service staff uses a StorageApp module to locate spare parts, which are then assigned to their personal warehouse within ServiceApp. They must then assign the spare parts to a work order, return them to the main warehouse or keep them for later use – but each spare part is tracked and monitored. The warehouse status is obtained from the ERP, and each change is automatically reported back to the ERP for complete financial monitoring.
As each step of the process is automatically reported to the manufacturer, there was no need for manual reporting, which was expensive and time-consuming.