USE CASES

Type of Setup: Retailer with physical stores (B2C/B2B2C)

PROBLEM

Retailers see a growing demand for in-store technical support and minor repairs, such as software resets, hardware checks, or quick replacements. However, launching such a service is challenging without an established system. IT development time is scarce, and creating a workflow that manages intake, repair, and follow-up—especially when escalation to external repair or depot is needed—is complex. Retailers also want smooth integration with logistics partners and clear, professional documentation for every intake and return. Without a robust solution, the customer experience suffers, and the retailer misses out on new revenue streams and operational efficiency.

SOLUTION

Service Planet offers a comprehensive in-store module as part of its Melissan ERP system, allowing retailers to quickly set up technical counters in their stores. The Melissan in-store module manages the entire workflow: from intake and ticket generation (with instant intake and return receipts) to repair tracking and escalation. If a repair cannot be completed in-store, the same case seamlessly continues in Melissan as an external repair or is shipped to a depot, all within one integrated system. Customers experience a smooth process, never losing sight of their device’s status. Retailers can also connect a Cyric instance in-store, enabling advanced services like software reinstallation, device testing, or secure wiping—either as a one-off service or as part of a subscription. Integrated logistics with major service providers ensure efficient shipping and returns. This ready-made solution gives retailers a flying start with minimal investment, professionalizes the in-store experience, and opens up recurring revenue opportunities through service subscriptions. The result is higher customer satisfaction, operational control, and a new business model built on reliable, scalable technology.