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Client Requirements

Bonfiglioli sought a user-centric digital platform for efficient machinery service management based on serial or material numbers, with role-specific functionalities.

  • Machinery service platform based on serial/material number.

  • Different user roles for customers, service providers, and end-users.

  • Case or claim creation using a serial or material number.

  • Additional case details fetched from SAP.

  • Options for part requests and customer comments on cases.

  • Visibility and management of work orders for service providers.

Solutions

Our tailored portal solution focused on role-based functionality, enhancing service management and user experience.

  • Customer Interaction: Enabled case creation with serial/material number and auto-fetching details from SAP.

  • Part Request and Comments: Customers request parts and add comments for clarity.

  • Service Provider Interface: Work order management with accept/reject options, service assignment, and spare parts visibility in XLS format.

  • End User Engagement: Work order status tracking, access to line item details, onsite intervention case creation.

  • Comprehensive Platform: Streamlined platform accommodating different user roles and needs.

  • Efficient Service Management: Enhanced service management with reduced manual intervention.

Results

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Automated Service Management

Transition from manual to digital service claim management.

View their invoices with an option to download them as PDFs

Enhanced User Experience

Streamlined process for customers to manage and communicate cases.

View their invoices with an option to download them as PDFs

Global User Adoption

Attracted 700 active users worldwide, indicating successful implementation.

View their invoices with an option to download them as PDFs

Positive Customer Feedback

Received commendations for the website’s ease of use and functionality.

View their invoices with an option to download them as PDFs

Operational Efficiency

Significantly reduced manual workload in handling claims and services.

View their invoices with an option to download them as PDFs

Improved Communication

Better communication between customers, service providers, and end users.

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