USE CASES

Type of Setup: Large online retailer (B2B)

PROBLEM

With an extensive assortment of brands and product types, managing onsite repairs is a complex challenge. Each manufacturer has its own service policy, RMA process, and authorized partners, making it difficult to provide consistent, fast, and transparent customer support. For example, HP computers are repaired under HP authorization in Service Planet’s depot, while for white goods like Miele and Bosch, different external service partners are required. This fragmentation leads to administrative overhead, delays, uncertainty about warranty coverage and costs, and inconsistent communication with customers. As a retailer, we need a uniform, automated process that provides clear status updates, customer satisfaction tracking, and seamless integration with our own systems—regardless of the product or brand.

SOLUTION

Service Planet’s Melissan platform enables us to control and automate all repair and return flows through a single API-driven system. For onsite repairs, Melissan offers a dedicated workflow that allows us to outsource, monitor, and complete repairs with third-party partners within one unified framework. Service Planet acts as the central service manager: from intake and routing to the right external partner, to follow-up, status control, and final completion—all managed within Melissan. Any exceptions, such as quotations or special cases, are handled by Service Planet’s Contact Center, which supports both automation and AI-assisted human service where needed. This approach gives us one point of contact for all repairs, ensures consistent service quality, and provides real-time feedback on status and customer satisfaction, significantly reducing complexity and improving the customer experience.