Business Overview
- Leading home appliance retailer in North America with more than 2,400 stores in United States and Canada
- Largest U.S. product repair service provider
- Relationships with more than 43 million households with over 13 million service calls annually
- Manages over 10,000 service technicians
- Repairs 2 million carry-in products per year
Business Objectives
- Minimize growing service supports costs
- Adapt to dynamic variation in repair product flow
- Track & trace visibility to minimize error rates and associated re-work
- Improve customer service levels and standardize processes
- Improve accuracy of part inventory and visibility of all repair parts
Solutions
- Softeon Warehouse Management System (WMS)
- Softeon Distributed Order Management (DOM)
- Softeon Returns Process Management (RPM)
- Softeon Service Repair Solution
Results
- Softeon Service Repair Solution included a blend of functions from WMS with integration of service order management and asset tracking modules for real-time event-driven state transition workflows to manage the product repair cycle
- End-to-end visibility of repairs from inception to customer pickup
- Reduced repair cycle time, reduced overall service cost and improved cost collection process
- Improved customer service by providing forward visibility of repair and parts availability
- Real-time visibility of repair process
- Improved overall process productivity and accuracy
- Improved information accuracy throughout the supply chain
