USE CASES

Type of Setup: Major OEM manufacturer (B2B & B2C).

PROBLEM

Modern televisions have become increasingly large, delicate, and are often permanently installed with integrated cabling and wall mounting. When a defect occurs, customers cannot simply return these devices to the store without facing a high risk of damage or the need for complex dismantling. This situation results in elevated transport costs for returns, frequent customer complaints about extended downtime—since the television is often a central feature in homes and offices—and reputational damage when products are harmed during transit.

SOLUTION

Service Planet addresses these challenges by performing all repairs onsite through a streamlined and professional process. When a customer reports a defect via the OEM portal, a case is automatically created in Melissan with all relevant details, such as the TV model, serial number, and installation specifics. The Melissan platform then determines exactly which parts, tools, and engineer expertise are required for the repair, ensuring the right resources are dispatched. Customers are kept informed at every stage, receiving an automatic scheduling email with information about the assigned engineer, their credentials, and the planned time slot, followed by a reminder email 24 hours before the appointment with practical preparation tips. The engineer arrives on site with OEM-approved parts and specialized tools, performing the repair directly at the customer’s location without the need to dismantle the TV. Once the repair is complete, the engineer closes the case in Melissan and requests a digital signature for approval. The customer then automatically receives an NPS survey to provide feedback on the service experience.