Service Cases · Warranty · Appointments · Notifications · Customer Follow-Up
One-Line Description
A post-sale service module for tracking customer support cases, warranty/non-warranty service, reminders, notifications, appointments, service history, and automated follow-up.
Core Purpose
The sales process does not end when the contract is signed or the product is delivered.
Industrial products may require:
- installation,
- service,
- support,
- repair,
- warranty handling,
- follow-up.
The platform therefore included a dedicated after-sales concept.
After-Sales Flow
Delivered Product
↓
Service Request
↓
Case
↓
Assignment
↓
Follow-Up
↓
Appointment
↓
Service Action
↓
Closure
Warranty / Non-Warranty
Historical menu evidence shows concepts for:
- defining after-sales services,
- registering warranty/non-warranty services.
This is an important distinction for cost and responsibility.
Service Case
A modern service case can include:
- customer,
- product,
- serial/product instance,
- issue,
- warranty state,
- priority,
- assigned employee,
- appointments,
- actions,
- status.
Follow-Up
The platform included follow-up as a central concept.
Follow-up could be driven by:
- due date,
- pending action,
- customer response,
- service appointment,
- unresolved issue.
Notifications
Notifications were an important automation mechanism.
Use cases:
- upcoming appointment,
- overdue follow-up,
- pending service case,
- required approval,
- case status change.
Appointment Scheduling
The system supported appointment-setting concepts.
This is useful for:
- technician visit,
- customer meeting,
- service scheduling.
Automated Service History
Every customer/product should have a service history.
Conceptually:
Product Instance
↓
Service Case
↓
Action
↓
Result
↓
Next Follow-Up
Integration with CRM
After-sales is linked to CRM but should remain a distinct domain.
CRM focuses on acquisition and sales progression.
After-sales focuses on service after delivery.
Integration with Product Instance
The strongest architecture connects service to the exact delivered product.
This allows service teams to see:
- configuration,
- BOM snapshot,
- design revisions,
- previous service history.
V2 Architecture
Recommended entities:
ServiceCase
ServiceType
WarrantyPolicy
Appointment
ServiceAction
TechnicianAssignment
FollowUp
Notification
ServiceHistory
Career Evidence
- after-sales workflows,
- support cases,
- warranty,
- appointments,
- notifications,
- lifecycle integration,
- customer/product service history.
Suggested Slug
/projects/after-sales-follow-up
Cover Direction
After-Sales & Follow-Up Automation
Visual elements:
- customer/product,
- service ticket,
- technician,
- calendar,
- notification,
- warranty,
- service timeline.