Modern retail has elevated service from a secondary "after-sales" activity to a strategic profit centre and customer-experience touchpoint. Retail ViVA Service Contract & Warranty Management has handled over a million service requests in production, with the entire life-cycle from claim creation to delivery handled in one module.
Traditionally retailers treated warranty as a subordinate activity stemming from the original product sale. Modern retail has changed the landscape — service is now a customer touchpoint to impress, a memorable experience to enhance loyalty, and a strategic business unit to enhance revenue. The shift drove innovation in automation of the service life-cycle, with customer experience as the objective.
Retail ViVA Service Contract & Warranty is designed on the fundamentals of enhancing the retailer's profile in the experience economy — and, more particularly, enhancing it in the difficult moment when a product is not functioning to the customer's expectations. The experience of handling over one million service requests in this module has proven the system's ability to deliver fastest-turnaround, full-visibility service management.
Entire life-cycle from service claim creation through to delivery and customer feedback management — one module, no handoffs, no lost requests.
Auto-trigger of customer feedback after every service event, identifying experience improvements and surfacing service-quality issues for action.
Integration with all relevant modules provides a 360-degree view of warranty as a profit centre — revenue, cost, customer impact, and brand effect, all in one view.
Absolute control on promised customer service levels versus actual achievement, with analytics for process re-configuration where service is falling short.
Brand-level fault analytics drive sales strategies, supplier conversations, and customer trust. The data your sourcing team needs lives in your service module.
Built on the NoCode platform — high scalability for new innovations in customer experience economy. Adapt service workflows as the experience standards rise.
This module is not "integrated" with the rest of Retail ViVA — it is the rest of Retail ViVA, expressed at one functional surface.
That means data flows in and out without configuration, without API contracts, and without the failure modes that come from stitching software together.