Issue/opportunity

Equipment uptime was central to the company's service commitments, yet inefficient repair workflows contributed to extended turnaround times and higher service costs. Disconnected processes across customer portals, email, and SAP required repetitive data entry, manual contract and warranty verification, and lengthy quote approvals. Limited visibility into aging cases further complicated service management, highlighting the need to address underlying process weaknesses before introducing advanced automation and AI capabilities.

Approach & outcomes

• Mapped the end-to-end service and repair lifecycle, identifying process inefficiencies, critical handoffs, and opportunities to improve accountability from intake through equipment return.
• Designed standardized intake and quoting workflows to reduce unnecessary manual activity, improve consistency, and strengthen case management.
• Identified targeted RPA opportunities across SAP case creation, contract and warranty verification, quote preparation, and service status updates.
• Defined practical AI use cases leveraging Copilot for repair-history summarization, customer communications, and service-bulletin retrieval to improve information accessibility and decision support.
• Developed a phased transformation roadmap, prioritizing process optimization before automation and AI adoption while preserving human oversight for quote approvals, repair decisions, and quality release.

Results:

• Established a future-state service operating blueprint with clearer process ownership, standardized workflows, and defined improvement priorities.
• Developed a sequenced automation and AI roadmap designed to reduce implementation risk and align technology investments with operational needs.
• Identified opportunities to reduce manual processing, accelerate quote approvals, and shorten repair turnaround times, supporting lower service costs and improved customer uptime.
• Defined a path toward greater service visibility and operational control, enabling more effective case management and customer communications.