Project
Digitalisation of a customer care process
The project
The task
The development of a comprehensive complaints and repair process comprises several phases and components. A central element is the creation of a user-friendly online form that enables customers to submit their complaints and repair enquiries digitally.
The form should be designed in such a way that it requests all the necessary information to ensure fast and efficient processing. A direct connection to the UPS shipping system will be integrated so that shipping labels and tracking information can be generated and provided automatically. This enables customers to track the status of their returns at any time.
In addition, there is a link to SAP in order to seamlessly transfer the incoming complaint and repair data to the internal ERP system. This connection ensures that the data is integrated directly into order processing and automatically transferred to the internal process. This ensures that all necessary departments have access to up-to-date information, which significantly improves response times and transparency throughout the entire process.
In order to further increase automation and efficiency, automated order processing is realised. Incoming complaints and repair orders are automatically checked, categorised and transferred to the appropriate handling process. This reduces manual processing times and significantly optimises workflows.
The technical realisation of these requirements is carried out by designing, developing and programming a web-based application. This application is designed to be user-friendly, with a clear and intuitive design to make the entire complaints and repair process as simple as possible for the customer.
The web application is designed to be flexible and scalable to allow for future customisation and expansion with ease.
The process
The system creates the process and automatically records the relevant data in SAP. At the same time, a collection order is sent to the shipping service provider. When the device arrives at the service centre, the system recognises the reason for the repair and, once the repair has been completed, creates the corresponding invoice and the return order with the shipping service provider with subsequent return shipment.
In this phase, all requirements for the complaint and repair process are analysed in detail. pointslook works closely with the customer to define the goals, specific functions and integration requirements of the project
Based on the requirements analysis, a user-friendly online form is developed that requests all the necessary information for fast and efficient processing. The form is designed in such a way that it is intuitive and easy for users to use.
In order to simplify the shipping process, pointslook integrates the UPS shipping system into the online form. Functions such as the automatic generation of shipping labels and tracking information are implemented so that customers can conveniently track their return shipments
An interface to SAP is being developed to transfer the complaint and repair data directly to the internal ERP system. This means that all incoming enquiries are automatically integrated into the internal process and are available to the relevant departments
pointslook is developing a system for the automated checking, categorisation and forwarding of incoming complaints and repair orders. This step reduces manual effort and significantly optimises processing times.
A user-friendly web application is designed and developed to simplify the complaints and repair process for customers. The design is clear and intuitive and makes it easy to use.
The entire application is extensively tested before going live. Functionality, user-friendliness and integration are carefully scrutinised to ensure a smooth implementation
The benefit
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Reduction of service costs
The KaVoBox makes it possible to significantly reduce repair times, while the automation eliminates numerous administrative tasks. As a result, considerable cost savings can be achieved. -
Increase customer loyalty
The KaVoBox offers additional added value for customers as it minimises downtime and simplifies maintenance processes. Satisfied customers remain loyal to KaVo in the long term, which increases customer loyalty and therefore also recurring sales. -
Competitive advantage through innovative services
With the KaVoBox, KaVo is positioning itself as an innovative provider in the dental industry that has recognised the value of digital solutions and proactive maintenance. This modern service gives KaVo a competitive advantage and helps to win new customers who value efficiency and modern service.
The technology - Drupal
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POINTSLOOK is working on the project:
"Digitalisation of a customer care process"
the following tools:
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further references
KaVo Dental GmbH, with over 100 years of experience, is a leading provider of innovative dental technology. Renowned for quality, it offers instruments, imaging and software.
Liebherr Baumaschinen, founded in 1949, is a leading manufacturer of innovative construction machinery such as hydraulic excavators, wheel loaders and mobile cranes, known for quality and sustainability
Gardner Denver offers innovative compressors, pumps and blowers for industrial applications. With a focus on quality, efficiency and sustainability, it supports a wide range of industries worldwide.
INTLAB AG is a healthcare company that focuses on innovative digital solutions
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The company offers specialised workflow solutions for the digitalisation and automation of business processes, focusing on efficiency, error reduction and seamless system integration
Worst Behavior is a German streetwear brand known for its eye-catching designs, oversized cuts and urban trends. It appeals to young, self-confident fashion fans worldwide.
Straight Performance optimises data-based performance marketing through targeted campaigns, conversion optimisation and innovative technologies to sustainably increase reach, efficiency and ROI
The handball department at TG Biberach promotes players of all ages in a team-oriented environment with a focus on young talent, fairness and regional handball culture
Visolva develops innovative products for comfort and safety in the sanitary sector
Tussa Haus, which has specialised in ecological house building since 1998, offers individually manufactured prefabricated houses. The focus is on sustainable materials, modern technology and craftsmanship.
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from websites and apps to digital tools. At pointslook, we develop accessible digital solutions that ensure people with disabilities can easily access your content. -
pointslook uses innovative tools to develop customised digital solutions that increase efficiency and support business goals. -
→ pointslook trains your team to ensure that your employees can use the new systems effectively and maintain them independently in the long term. -
→ pointslook develops customised social media strategies to make your brand visible and reach your target group effectively. -
→ pointslook offers AI-based support solutions that automate your support processes, provide fast service and reduce costs at the same time. -
pointslook develops bespoke websites that showcase your brand, maximise the user experience and support your business objectives. -
→ pointslook creates customised landing pages that specifically address your target group and increase conversions, whether for lead generation or product promotion.
pointslook GmbH, Biberach an der Riß
pointslook GmbH is an innovative company from Biberach in Upper Swabia that has specialised in the development of customised digital solutions since it was founded in 2012. The focus is on the customer's digital customer journey. pointslook supports its partners with accessible applications, optimised user experience and sustainable improvements in the areas of software development, consulting and digital strategies.