Digital Platform Enhancement for Personalized Customer Support and Contract Management in HVAC Manufacturing

The client faces difficulties in efficiently managing personalized contracts, support requests, and warranty processes due to manual workflows and fragmented communication channels. Customers increasingly demand tailored thermal solutions and ongoing post-installation support, requiring a more agile, digital approach to enhance customer satisfaction and operational productivity.

A large-scale manufacturer specializing in HVAC and thermal comfort systems, focusing on integrating digital solutions to improve customer engagement, support, and service processes.

• Streamline contract creation and management with automation to reduce errors and processing time.
• Improve support request handling efficiency through automated classification and routing, enhancing customer service responsiveness.
• Implement integrated warranty management to automatically generate, monitor, and extend warranties, increasing sales opportunities and customer retention.
• Enhance field service operations with digital tools to facilitate onsite tasks, enabling faster issue resolution and better customer experience.
• Leverage digital communication channels to increase customer engagement, satisfaction, and revenue.

• Automated contract creation and modification based on customizable templates, including cost calculations and service options.
• Support request intake with classification logic to assign cases to appropriate specialists swiftly.
• Email processing system that analyzes customer messages and creates support cases with context-aware routing.
• IoT integration to generate automated support cases from device data, enabling predictive maintenance.
• Warranty management module that generates, monitors, and allows extension of various warranty types, synchronized with mobile field service applications and ERP systems.
• Mobile-friendly field service app enabling technicians to access contract details, warranty status, and support history onsite.

• ERP system (e.g., SAP) for warranty and inventory data
• IoT devices for real-time appliance data
• Email systems for support request processing

• System scalability to handle support and contract processes for millions of customers
• High availability and uptime to ensure 24/7 customer support
• Data security and compliance with regional regulations
• Response times under 2 seconds for user interactions within the platform

The implementation of automated contract management, efficient support case classification, and integrated warranty processes is expected to significantly enhance customer satisfaction, reduce operational costs, and accelerate service delivery. The platform aims to enable faster contract processing, improve response times, and facilitate warranty extensions, collectively contributing to increased revenue and strengthened customer loyalty.