USE CASES

Type of Setup: Retailer (B2B)

PROBLEM

Retailers often face the challenge of dealing with multiple external repair partners, each with their own processes, requirements, and communication channels. This fragmentation means managing RMAs can quickly become an administrative burden—one partner requires an RMA number, another needs troubleshooting first, some have a portal and others do not. The result is lost time, inconsistent customer experiences, and unnecessary complexity for both staff and end customers. Retailers want a unified, efficient process that allows them to manage all external repairs through a single system and point of contact, with clear status updates and reliable turnaround times.

SOLUTION

Service Planet, through its depot and Melissan ERP application, acts as a beacon for the retailer, centralizing and standardizing the entire external repair process. All defective equipment is registered and tracked via a single API, regardless of the brand or partner involved. Service Planet coordinates the outsourcing, follow-up, quality control, and completion of each repair within a unified workflow. Retailers no longer need to contact ten different parties or manage ten different processes; everything is handled through one platform with consistent communication and clear accountability. The Contact Center of Service Planet manages any exceptions, quotations, or special cases, combining automation where possible with AI-assisted human support where necessary. This results in a much easier, more efficient process for the retailer and a better customer experience overall.