Sears Home Services
Industry
Retail (Home Appliance)
Headquarters
Hoffman Estates, IL
Distribution Centers
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Business Overview
Leading home appliance retailer in North America with more than 2,400 stores in United States and Canada
Largest U.S. product repair service provider
Relationships with more than 43 million households with over 13 million service calls annually
Manages over 10,000 service technicians
Repairs 2 million carry-in products per year
Business
Objectives
Minimize growing service supports costs
Adapt to dynamic variation in repair product flow
Track & trace visibility to minimize error rates and associated re-work
Improve customer service levels and standardize processes
Improve accuracy of part inventory and visibility of all repair parts
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Solution
Returns Process Management (RPM)
Service Repair Solution
Results
Softeon Service Repair Solution included a blend of functions from WMS with integration of service order management and asset tracking modules for real-time event-driven state transition workflows to manage the product repair cycle
End-to-end visibility of repairs from inception to customer pickup
Reduced repair cycle time, reduced overall service cost and improved cost collection process
Improved customer service by providing forward visibility of repair and parts availability
Real-time visibility of repair process
Improved overall process productivity and accuracy
Improved information accuracy throughout the supply chain
