Post-sale service is a critical component of supply chain operations, encompassing returns, repairs, and reverse logistics. Manual workflows and fragmented systems create delays, increase costs, and frustrate customers. To address these challenges, one supply chain services company adopted Decisions low-code platform to automate post-sale processes, integrate systems, and enable real-time visibility across the service chain.
Challenge
Before Decisions, the company experienced:
- Manual handling of returns, repairs, and reverse logistics.
- Disconnected ERP, CRM, and logistics systems, limiting coordination.
- Delays in resolving service requests, impacting customer satisfaction.
- High operational costs due to redundant manual tasks and exception handling.
- Limited visibility into service performance and bottlenecks.
These issues hindered operational efficiency, customer loyalty, and scalability.
Solution
Decisions enabled the company to:
- Automate reverse logistics workflows from returns initiation to completion.
- Integrate ERP, CRM, and carrier systems for end-to-end visibility.
- Apply rules-driven logic to prioritize and route service requests efficiently.
- Deliver role-based dashboards for service teams, partners, and customers.
- Generate real-time reporting to monitor performance and optimize processes continuously.