In House Repair Scenario

Once the decision is made to bring the defective material inside the premises, the service representative creates a repair order by entering all the required information in the CRM system

After entering all this information the service representative triggers the process of bringing defective material in the premises by adding the respective items in the CRM system and saved.

Once it is done the logistic part for bringing the product for repair is done under ECC and the related document can be seen under transaction history

After the defective product is brought in the premises, the service representative does some diagnostic and puts this information in the in house repair document, the alternative product as loan product as well as few other services as well as spare parts which system propose are entered in the in house repair document.

After that the loan product is delivered to the customer through ECC & the related document can be seen in the transaction history.

Service technician is informed about the services to be performed and after doing so the technician puts all the information in the service confirmation document by referencing all the relevant in house repair documents

Completes the confirmation by changing the status of the doc and saves it.Once the defective product is repaired the service representative triggers the return of the same to the customer

Edits the item details of the in house repair order Clicks the deliver repair product and a new line item appears for which the status

needs to be changed as Released and saved Logistics department sends back the product to customer This outbond delivery is updated in the transaction history

After the repaired product is sent back to customer the arrangement also need to be made to get the loan device back from customer. Service representative triggers it and captures it in the CRM system this by clicking on device pick up and save

Once the loan device is brought back then customer is being charged for the services to repair the product and also for the use of the loan device.