One service platform across many systems
A global group's service division runs warranty and repair across SAP and a set of legacy tools. We map how the work really flows, design the future-state repair process, and connect the systems so tickets create and route themselves.
The challenge
After-sales service is where a company keeps its promises. When warranty and repair run across disconnected systems, customers wait longer, costs climb and nobody sees the whole picture.
Moving from a patchwork of tools to one integrated service model means rethinking the processes first, then connecting every system so work flows on its own. Done well, the company becomes the single point of accountability for its customers, even when many partners and tools sit behind the scenes.
The shape of it
All tickets
Warranty claim · display unit
Illustrative screens with invented data.
What we did
Discover
As-is warranty and repair processes mapped end to end across SAP and the legacy tools, with the people who run them.
Define
A future-state repair process and service-management practices based on ITIL, ready for a digital toolchain.
Plan
A migration plan to bring two Jira instances onto one platform without stopping daily service.
Build
Systems connected through APIs and webhooks. Tickets created and handled automatically between tools.
Launch
Migration onto one Jira platform, now under way.
Improve
Monitoring that checks the connected systems stay compatible, as part of a SIAM service-integrator model.
What it took
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