Location/Region: Singapore
Industry: Home Appliance Company
Apps implemented: Sales, Purchase, Inventory, Helpdesk, Field Service, Accounting
Users Onboarded: 150
Version: Odoo v14 Enterprise
Hosting type: AWS
This is Part 2 of the original blog. Read Part 1
The Challenge
The company’s after-sales service was previously handled via phone, spreadsheets, and standalone systems. As the volume of appliances sold grew, so did the complexity of managing:
- Warranty tracking
- Field technician scheduling
- Part issuance and consumption
- Payment collection and reconciliation
The challenge was to design a field service system that supported 8 different service scenarios, while integrating warranty checks and invoicing.
The Odoo Custom Solution
1. Warranty Registration & Helpdesk Integration
- Customers registered warranties via call or email.
- Helpdesk agents could:
- Fetch warranty details via phone number or name
- Register new warranties
- Differentiate between part and service warranties
- Process warranty extensions post-expiry
2. Complaint Diagnosis & Field Visit Scheduling
- Helpdesk CSOs logged complaints and diagnosed symptoms.
- A custom scheduler allocated Field Service Executives (FSEs) based on availability and service zone.
- Field tasks included time tracking, issue logging, and resolution documentation.
3. Field Execution & Part Replacement
- Technicians:
- Started tasks on their mobile interface
- Requested parts (pulled from warehouse)
- Replaced or repaired on-site
- Updated part consumption
- Part movement was tracked for:
- Issued items
- Used vs. returned parts
4. Invoicing & Payment Collection
- Under-warranty service: Auto-generated zero amount invoice
- Out-of-warranty: Auto-generated payable invoice
- Technicians could collect payment and reconcile with invoice in system
- Service Managers viewed daily cash collection dashboards per technician
5. Complex Service Scenarios Covered
Scenario | Description |
1 | On-site service |
2 | Technician Carry Back to service center |
3 | Technician Send Back after repair |
4 | Logistics Carry Back (for large appliances) |
5 | Logistics Send Back after service |
6 | Loan unit delivery & defective unit pickup |
7 | Repaired product return, loan unit pickup |
8 | Unit exchange if beyond repair |
Results (Part 2)
Process | Manual Handling | After Odoo Customization |
Warranty Registration | Email/Phone with Excel tracking | Centralized, searchable, automated |
Field Visit Scheduling | Manual or phone coordination | Automated with availability tracking |
Part Movement Tracking | Untracked or paper-based | Fully digitized, traceable |
Technician Reconciliation | Cash slips, delayed records | Dashboard-based collection & journal sync |
Multi-Scenario Servicing | Not feasible to track manually | Custom flows with full traceability |
Final Takeaway
With this comprehensive implementation, the company gained:
- Real-time visibility over sales, service, and stock
- Fully digitized delivery-to-servicing lifecycle
- 100% technician accountability and warranty compliance
Odoo helped the Company not just manage appliances, but orchestrate a seamless customer journey from order to after-sales.