Haken Systems LLP: Service Automation & WhatsApp-Enabled Customer Experience
A distributor of electronic security, smart home automation, digital door locks, video door phones, and electronic bed fittings in Delhi transformed their service operations with automated request management, stock tracking, and WhatsApp-enabled customer communication.
Haken Systems LLP
Modules Used
The Challenge
Haken Systems LLP deals in electronic security, smart home automation, digital door locks, wireless video door phones, and electronic bed fittings based in Delhi.
Key challenges included:
• Manual Service Request Management - Service requests were managed through a manual process. High dependency on additional manpower for tracking, assignment, and closure. Poor visibility across service request status.
• Manual Stock Management - Stock tracking for service-related parts was completely manual. Errors in service-related stock usage and availability.
• Limited Customer Communication - No automated customer communication for service updates. No transparency in service completion status.
The Solution
SixOrbit implemented a comprehensive solution:
1. Automated Service Request Management
• Implemented software-based service request management, replacing the earlier manual process
• Reduced dependency on additional manpower by automating service tracking, assignment, and closure
• Improved service turnaround time and visibility across requests
2. Automated Stock Management
• Automated stock management, eliminating earlier manual tracking
• Improved inventory accuracy and reduced errors in service-related stock usage
3. WhatsApp-Enabled Customer Service
• Enabled WhatsApp integration for customer communication
• Automated sending of service completion codes to customers after job closure, improving transparency and trust
Implementation
Implementation Highlights:
• Service request management module deployed
• Stock tracking for service parts automated
• WhatsApp integration configured for customer notifications
• Service completion workflows with automated codes
"Service request management was completely manual earlier. SixOrbit automated the entire process, reducing our manpower dependency. WhatsApp integration now sends automatic service completion codes to customers, improving transparency and trust."
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