From customer ticket submission through diagnosis, warranty entitlement, parts lookup, claim processing, and fulfilment — all in one platform built for manufacturers and their service networks.
Unit registered 14 months ago. Warranty policy covers mechanical components up to 24 months from registration. Parts S-BK-042 and S-BK-043 are in-stock at reseller warehouse.
Multi-role ticket management for customers, resellers, and service agents. Full visibility into status, communication, parts selection, and resolution — with a complete audit trail at every step.
A structured service bill of materials tied to product models and serial numbers. Service agents browse hierarchical component groups, find alternatives, and confirm availability — all without leaving the ticket.
Navigate parts by product model or resolve directly from serial number — the right BOM is always loaded automatically.
Define single and composite alternatives. When a part is out of stock, agents see approved substitutes instantly.
BOM resolution respects reseller scope and user role — resellers see only what they're authorised to access and order.
Define warranty coverage by manufacturing date, purchase date, or registration date — with configurable buffer days and extended warranty support. Every ticket checks entitlement automatically before any claim is submitted.
Every read and write is scoped to sales company and role. Resellers see their tickets. Service agents manage their network. Administrators configure policies globally.
Submit a ticket with serial number and issue description. Warranty entitlement is checked immediately.
Browse the service BOM, select parts, and communicate with the reseller — all within the ticket.
Different warranty coverage claim is generated from the ticket and routed for approval and reporting.