Problem

Biketec, a Swiss-based company specializing in e-bike parts, faced challenges in managing OEM part replacement requests. Their customers lacked a centralized system to submit, track, and dispute replacement requests efficiently. The existing process relied on manual coordination, leading to delays, miscommunication, and inefficiencies.

Solution

Reddytec developed a custom OEM portal integrated with ServiceNow’s Customer Service Management (CSM) module to streamline the process. Key features included:

• OEM Part Replacement Requests: Customers can easily create and submit replacement requests.
• Real-Time Tracking: A transparent system to monitor the status of requests.
• Dispute Management: Customers can dispute decisions within the portal, ensuring accountability.
• Seamless Integration: The portal is fully integrated with Biketec’s internal ServiceNow processes for efficient case handling.

Results

✅ Improved Customer Experience with a self-service OEM portal.
✅ Faster Processing of replacement requests, reducing resolution time.
✅ Increased Transparency through real-time status tracking and dispute resolution.
✅ Operational Efficiency by automating workflows and reducing manual interventions.