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The manufacturer faced challenges in meeting growing demand for personalized thermal comfort systems and post-installation support. Existing manual contract creation processes caused errors and delays, customer support request handling was inefficient, warranty management lacked integration with field operations, and field technicians lacked digital tools to deliver modern service standards.
A future-focused heating, cooling, and air-conditioning products manufacturer operating in 20+ countries, seeking to transition from product-centric to service-oriented business models
Implementation of these enhancements is expected to reduce contract processing time by 70%, decrease customer support response times by 50%, improve field service technician productivity through better tooling, and enable proactive warranty extension opportunities, ultimately driving increased customer retention and revenue growth through service-oriented offerings.