ERP - Service
ERP Service and Maintenance
An integrated service platform designed to simplify and streamline the product service process. It enables customers to submit warranty claims without going through a lengthy registration process, monitor complaint and service status, and access a centralized channel for all service-related interactions. The system is also equipped with an internal Service ERP that supports end-to-end operational processes, including work order and ticket management, spare parts sales, technician monitoring, technician modules, product and spare parts inventory management, as well as service billing and payment generation.
- Role
- ERP - Service - Contact Center - Payment
- Category
- ERP - Service
- Period
- 2025 — 2026
Project narrative
Description
As a Project Manager, I am responsible for managing the development and delivery of an Integrated Customer Service & Service ERP Platform designed to connect customer needs with the entire after-sales service operation within a single ecosystem. From the customer perspective, the platform simplifies warranty claims, service requests, complaint monitoring, repair status tracking, and access to service information without requiring a lengthy registration process. Internally, the system functions as an operational ERP covering ticket/work order management, technician management, spare parts sales, inventory & stock management, service billing, and payment processing.
The responsibility begins with identifying business needs and understanding the existing service journey, then translating them into business requirements, process flows, user stories, product backlog, acceptance criteria, scope, timeline, and delivery plan. I also ensure that each module is properly integrated so that the data flow from customer complaints through service completion and payment can operate as a seamless end-to-end process.
Coordination is carried out regularly through Sprint Planning, progress monitoring, discussion sessions, issue tracking, UAT, Sprint Review, and retrospective/evaluation. I ensure that the business team has clear visibility into the development status, while the technical team receives well-defined requirements and business decisions. Any changes related to scope, dependencies, risks, and issues are communicated to stakeholders so that decisions can be made based on their impact on timeline, cost, quality, and business operations.
End-to-End Process
Customer Service Request → Warranty Validation → Ticket/Work Order → Technician Assignment → Diagnosis & Service → Spare Part & Inventory → Service Completion → Billing & Payment → Customer Notification & Service History