Service with SAP
At the request of our client, Orex Óra-Ékszer Kereskedőház Zrt., we conducted a survey in January 2009 to determine whether the commercial and service processes at Tempora Kft., a subsidiary of Orex, could be mapped into the SAP Business All-in-One system used by Orex since 2007. Tempora, a brand service center established by Orex’s predecessor in 1970, operated as an independent company from 1990 and is now integrated into Orex Zrt. Its primary focus is on repairing and servicing the most prestigious Swiss watches, though spare parts trade is also a significant part of its activities.
Although our proposed solution was approved by the Orex management, the official go-ahead for the implementation came from the 2010 general assembly’s decision regarding the merger. By the end of last year, we completed the cleansing of master data and its alignment with SAP, creating around 10,000 types of spare parts and 2,000 service items in the SAP system. Nearly 100,000 spare parts were labeled with special-sized barcoded labels, and work orders were created for ongoing tasks.
In 2011, the service team began using the SAP solution, ending the previous operation of three separate IT systems (inventory management, service records, accounting). Service and sales primarily rely on SAP’s standard processes, with custom developments focused on simplifying user tasks. The uniqueness of the solution lies in the variety of services offered, the wide range of repairable watch brands, and the combination of modern payment methods already popular in Orex stores. Key elements of the mapped processes include:
Due to the seamless transition and uninterrupted daily operations, the IT support for the service activities has become an integral part of the Orex system with minimal disruption. This has significantly reduced administrative tasks for staff, allowing more time to be devoted to actual customer service and repairs, thereby improving the effectiveness of the service operations.