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CASE STUDY
newo: Digital service processes with product QR codes
Direct networking of end customers, specialist retailers and ERP systems
Project overview
Digitalization of service processes at newo
newo Sun and Insect Protection GmbH is an Austrian manufacturer of high-quality shading solutions. Together with syreta, a digital service concept was implemented that makes service and repair processes in the trades more efficient and digitally connects end customers, dealers, and customer service.
Initial situation
Manual processing of service and repair requests
Before the project started, service requests were predominantly handled by phone or email. Product and order information had to be researched and supplemented manually, which led to discontinuities between media, longer processing times, and a high administrative workload in service.
Solution
Unique product QR codes with ERP integration
With individual product QR codes, a structured, digital service process was created. Each QR code is uniquely assigned to an order and, via an ERP integration, linked to relevant product and customer data that is centrally available.
Process today
Automated service processing via QR code scan
End customers scan the product QR code and are taken directly to a digital service form. Relevant information is transferred automatically and the request is assigned seamlessly to the responsible dealer, significantly speeding up the entire process.
Result
Faster processing through structured requests
Automation creates qualified service requests with complete data. Processing effort is reduced, sources of error are minimized, and service quality for end customers and retail partners is noticeably improved.
Conclusion
Scalable service process with sustainable added value
The QR code solution from syreta creates a future-proof, scalable service process. Thanks to close system integration, digitalization becomes a real competitive advantage and offers long-term added value for manufacturers, dealers, and end customers.
QR codes in after-sales - an underestimated lever for service quality
The moment a customer has an issue with a product is one of the most critical touchpoints in the entire customer journey. Those who respond quickly, straightforwardly, and competently win trust – those who confront customers with long wait times, missing information, or cumbersome processes lose them. For a manufacturer like newo, whose products are sold and installed through a dealer network, service processing is particularly complex: The end customer often knows neither the exact product name nor the order number, and the dealer does not always have all relevant information at hand. The individual product QR code solves precisely this problem: It links the physical product directly to all relevant data in the ERP system and makes entry into the service process for everyone involved as easy as scanning a code. This is not a gimmick – it is a measurable improvement in service quality while simultaneously reducing administrative effort.
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